Member Experience Specialist - Tampa Bay Area

3 weeks, 5 days ago
Full-time
Junior
Customer and Technical Support
Thatch

Thatch

Thatch is a health benefits platform that combines financial technology and insurance services. Founded in October 2021 by Chris Ellis and Adam Stevenson, the company is based in San Francisco, with additional offices in New York and Austin. Thatch's mission is to decouple health insurance from employment, allowing businesses to offer personalized healthcare experiences to their employees. The platform serves as a Third-Party Administrator (TPA) and specializes in Individual Coverage Health Reimbursement Arrangements (ICHRA). Thatch simplifies health benefits administration by enabling employers to set tax-free healthcare budgets, which employees can use to select their own health insurance plans and additional benefits like mental health support and wellness programs. The company also provides a Visa debit card for employees to manage their healthcare spending easily. Thatch primarily targets small to mid-sized businesses and startups, offering a streamlined setup process and tools to help employers manage healthcare budgets effectively. With significant investor backing, Thatch is positioned to enhance the healthcare experience for businesses and their teams.

information technology & services
51-200
Founded 2021
$84M raised

Description

  • Provide frontline member support through email and phone, resolving questions about benefits, insurance, and Thatch workflows.
  • Own member issues end-to-end, delivering timely, empathetic, and complete solutions.
  • Meet designated support SLAs and performance metrics.
  • Identify recurring issues, bugs, and edge cases and escalate them to the appropriate teams.
  • Partner with Operations, Engineering, Product, Customer Success, Employer Support, and other teams to resolve issues and address root causes.
  • Improve support processes, documentation, workflows, and internal team resources.
  • Identify opportunities for automation and more scalable support operations.
  • Educate new members about their benefits and help them navigate healthcare with confidence.

Requirements

  • 1–4 years of experience in customer support, healthcare or health technology services, or a similar member-facing role.
  • Excellent written and verbal communication skills, including the ability to explain complex concepts clearly in high-stress situations.
  • Ability to collaborate effectively with Operations, Product, and Engineering teams.
  • Ability to perform well under pressure in a fast-paced environment.
  • Based in or willing to relocate to the Tampa Bay Area.
  • Interest in working at the intersection of health technology and financial technology.
  • Experience supporting health insurance, ICHRA, or complex financial or compliance products preferred.
  • Experience creating customer-facing resources such as help articles, videos, or templates preferred.
  • Demonstrated history of exceptional customer feedback or serving as a quality benchmark preferred.

Benefits

  • Estimated compensation of $85,000–$105,000 USD.
  • Fully distributed work environment.
  • Opportunity to work on healthcare technology at an early-stage company.
  • Structured interview process including team, hiring manager, case study, and founder conversations.

Interested in this position?

Apply directly on the company website

Apply Now

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