# Employer Support Specialist

**Company:** [Thatch](https://hotfix.jobs/companies/thatch)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** Zendesk Analytics, Metabase, Looker, Gusto, Adp, Paychex, SQL, System Logs, SaaS Platforms, Hr Platforms
**Posted:** 2026-04-06

> Serves as technical expert for employer customers on benefits platform, resolving complex issues via support channels, investigating logs/databases, and collaborating with engineering. Requires 3+ years B2B technical support experience and strong communication skills.

## Job Description

## What you'll do
- Interface with customers via email, phone, and video conferencing to resolve issues quickly, efficiently, and with a human touch
- Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics
- Independently investigate and resolve technical problems by reviewing databases, analyzing system logs, and partnering with engineering—then translate findings into clear customer communications
- Build scalable solutions to customer problems through documentation, macros, videos, and workflow improvements that benefit the entire customer base
- Partner with product and engineering to advocate for customer needs, provide detailed bug reports, and validate solutions

## Background we're looking for
- 3+ years in customer-facing operations or technical support within a complex B2B environment (SaaS, fintech, healthtech, or benefits)
- Excellent written and verbal communication skills—can explain technical concepts clearly to non-technical audiences
- Proven ability to handle high volumes with high quality
- Experience collaborating with engineering teams to resolve customer-impacting issues
- Track record of being "the go-to person" for difficult customer issues and technical questions

## Experience we’d be particularly excited about
- Subject matter expertise in benefits administration, payroll systems (**Gusto**, **ADP**, **Paychex**), or HR platforms
- Experience supporting health insurance, ICHRA, or complex financial/compliance products
- History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume
- Proficiency with support analytics tools (**Zendesk Analytics**, **Metabase**, **Looker**) to identify trends and measure impact
- Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers
- Background in technical account management, implementation, or solutions consulting roles

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