← All roles

Member Experience Specialist

Thatch· Operations / Customer Support
Apply on company site
San Francisco$95k - $130kfull-timePosted 1mo ago

About the role

Member Experience Specialist based in San Francisco to support Thatch members, educate them on benefits, resolve issues across the member journey, identify patterns, and collaborate with cross-functional teams to improve 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 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

Qualifications

  • 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
  • Excellent written and verbal communication skills – ability to break down complex concepts for diverse audiences and perform under high stress
  • Strong motivation to work at the intersection of health tech and fintech, 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 – capable of high velocity work
  • Based in or willing to relocate to the San Francisco Bay Area, with the ability to work on-site

Skills

Required:Customer supportCommunicationCross-functional collaborationProblem-solving
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Thatch

Health benefits from the future

Thatch is an all-in-one platform that makes it easy to offer the most personalized healthcare experience to your employees using an ICHRA.

healthcarebenefitsplatform
Company profileWebsite

More open roles at Thatch