Member Experience Specialist

What you'll do

• Provide high quality frontline support to members via email and phone channels, responding to questions and resolving issues related to benefits, insurance, and other core workflows supported by the Thatch platform
• Meet designated SLAs and success metrics that define our best-in-class support team
• Own support issues end-to-end, ensuring fast and empathetic responses and comprehensive solutions
• Identify recurring issues and partner with cross-functional teams to address root causes
• Help improve internal processes, support documentation, and team resources that drive the Member Support team’s internal efficiency and member experience outcomes
• Coordinate with Employer Support and other Operations teams on issues that touch cross-functional workflows

Background we'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

Experience we’d be particularly excited about

• 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
• Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers