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About the Role
Support Thatch members by ensuring they can access and navigate their healthcare with confidence. Serve as a trusted point of contact, educate members on benefits, solve complex healthcare problems, and provide support during challenging moments. Identify patterns, surface issues, and escalate bugs to ensure quick resolution. Partner with Operations, Engineering, Customer Success, and Product to improve systems and strengthen the overall member experience.
Responsibilities
- 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
- 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
- Coordinate with Employer Support and other Operations teams on issues that touch cross-functional workflows
Requirements
- 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
- Excellent written and verbal communication skills
- Strong motivation to work at the intersection of health tech and fin tech
- Ability to work effectively with Operations, Product, and Engineering teams
- Proven ability to perform under pressure
- Based in or willing to relocate to the San Francisco Bay Area
- Ability to work on-site
Skills
- Customer support
- Healthcare services
- Health tech services
- Member-facing communication
- Problem-solving
- Cross-functional collaboration
- Process improvement
- Documentation
- Automation identification
- Health insurance support
- ICHRAs support
- Financial product support
- Compliance product support
- Customer feedback analysis
- Customer resource building
Location
- San Francisco
Work Type
- On-site
Experience Level
- 1-4 years
Salary/Compensations
- $95,000—$130,000 USD
About the Company
- Thatch is a fully distributed early-stage company using technology to change the way America does healthcare.
- We are a happy, friendly, high-velocity team.