Thatch is an all-in-one platform that makes it easy to offer the most personalized healthcare experience to your employees using an ICHRA. Backed by General Catalyst, Index and GV.
About the role
We're hiring a Member Experience Specialist based in the Tampa Bay Area to support Thatch members — the people at the heart of our platform — and ensure they can access and navigate their healthcare with confidence. You’ll be the human element of Thatch, serving as a trusted point of contact for members across their member journey. You’ll educate new members on their benefits, help solve complex problems that emerge in the healthcare experience, and ensure our members feel supported in challenging moments.
What they're looking for
- 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
- Excellent written and verbal communication skills – you can break down complex concepts to new audiences and drive clarity in high stress situations
- Strong motivation to work at the intersection of health tech and fin tech, supporting a highly complex product
- Ability to work effectively with Operations, Product, and Engineering teams to resolve customer issues and improve the customer experience
- Proven ability to perform under pressure – you can do great work while moving at a high velocity
- Based in or willing to relocate to the Tampa Bay Area
More about this role
We're hiring a Member Experience Specialist based in the Tampa Bay Area to support Thatch members — the people at the heart of our platform — and ensure they can access and navigate their healthcare with confidence.
You’ll be the human element of Thatch, serving as a trusted point of contact for members across their member journey. You’ll educate new members on their benefits, help solve complex problems that emerge in the healthcare experience, and ensure our members feel supported in challenging moments.
You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams to ensure customer issues get addressed quickly. You will partner closely with Operations, Engineering, Customer Success, and Product to ensure issues are resolved effectively and do not recur.
Beyond day-to-day support, you will work with Operations and Product to improve the systems behind the scenes and strengthen the overall member experience. This includes contributing to more scalable support workflows, improving documentation, and identifying opportunities for automation over time.
- Provide high quality frontline support to members via email...
Browse similar: AI jobs · AI startup jobs · Startup jobs · Remote jobs