Member Experience Champion

Thatch Health; Austin (TX); On-site; USD 65,000 - 80,000; Full time

Job summary

Thatch Health in Austin, TX is seeking a Member Experience Specialist to support members throughout their journey, educate them on benefits, and help navigate healthcare with confidence.

You will collaborate with Operations, Engineering, Customer Success, and Product to resolve issues, improve documentation, and contribute to scalable support workflows while delivering empathetic, high-quality frontline service.

Qualifications

• 1-4 years of experience in customer support or similar member-facing roles.
• Excellent written and verbal communication skills.
• Ability to work with Operations, Product, and Engineering teams.

Responsibilities

• Provide high quality frontline support to members via email and phone, resolving issues related to benefits and core workflows.
• Meet designated SLAs and success metrics defining best-in-class support.
• Own support issues end-to-end with empathetic, timely resolutions.
• Identify recurring issues and partner with cross-functional teams to address root causes.
• Improve internal processes, support documentation, and team resources.
• Coordinate with Employer Support and Operations on cross-functional workflows.

Skills

Customer support experience

Communication skills

Cross-functional collaboration

Working under pressure

Job description

Thatch Health in Austin, TX is seeking a Member Experience Specialist to support members throughout their journey, educate them on benefits, and help navigate healthcare with confidence.

You will collaborate with Operations, Engineering, Customer Success, and Product to resolve issues, improve documentation, and contribute to scalable support workflows while delivering empathetic, high-quality frontline service.