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Member Experience Specialist - Tampa Bay Area

Thatch· Member Experience
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Remote$85k - $105kFull-timePosted 1mo ago

About the role

A Member Experience Specialist based in the Tampa Bay Area to support Thatch members across their journey, educate on benefits, resolve healthcare-related issues, and identify patterns to drive improvements. Partners with Operations, Engineering, Customer Success, and Product to ensure issues are addressed promptly and the overall member experience is strengthened.

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 – 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

Skills

Required:Customer supportCommunication
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

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