Product Support Specialist

1 month, 1 week ago
Full-time
Mid Level
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

  • Analyze, troubleshoot, and resolve complex customer issues via email, phone, and video conferencing.
  • Conduct consultative calls and explain complex insurance, compliance, and platform topics clearly to customers.
  • Develop deep product and platform expertise to diagnose and resolve user issues with Engineering, Product, and Operations.
  • Investigate technical problems by reviewing databases, analyzing system logs, and partnering with engineering.
  • Translate technical findings into clear customer communications and resolutions.
  • Build strong relationships with large mid-market and enterprise accounts.
  • Create and improve self-service documentation and customer-facing resources to reduce support dependency.
  • Collaborate with Product and Engineering to improve the platform based on user feedback.
  • Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.

Requirements

  • 3+ years in customer-facing operations or technical support in a complex B2B environment such as SaaS, fintech, healthtech, or benefits.
  • Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
  • Proven ability to handle high volumes while maintaining high quality.
  • Experience collaborating with engineering teams to resolve customer-impacting issues.
  • Experience managing and developing large client relationships.
  • Track record of being the go-to person for difficult customer issues and technical questions.
  • Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
  • Experience working with HR administrators on billing reconciliation and payroll deduction reporting.
  • Experience at fast-growing technology companies.
  • History of proactively building customer-facing resources such as help articles, videos, or templates that reduce support volume.

Interested in this position?

Apply directly on the company website

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