Member Experience Lead — Health Tech Support

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

Job summary

Thatch is seeking a Member Experience Specialist to support our members and help them navigate healthcare with confidence. You’ll be the human element of Thatch, educating members on benefits and solving problems across their journey.

You will partner with Operations, Engineering, Customer Success, and Product to surface issues, improve processes, and contribute to scalable support workflows. A passion for health tech is essential and strong communication is required.

Qualifications

• 1-4 years in customer support or health tech.
• Excellent written and verbal communication.
• Interest at health tech/fintech intersection.
• Able to collaborate with Operations, Product, and Engineering.
• Proven ability to work under pressure.

Responsibilities

• Provide frontline support to members via email and phone for benefits and core workflows.
• Meet SLAs and key metrics that define our support quality.
• Own issues end-to-end with fast, empathetic responses.
• Identify recurring issues and escalate to cross-functional teams.
• Improve internal docs and support workflows.
• Coordinate with Employer Support and other Ops teams on cross-functional workflows.

Skills

Clear communication

Cross-functional collaboration

Customer service mindset

Under pressure performance

Job description

Thatch is seeking a Member Experience Specialist to support our members and help them navigate healthcare with confidence. You’ll be the human element of Thatch, educating members on benefits and solving problems across their journey.

You will partner with Operations, Engineering, Customer Success, and Product to surface issues, improve processes, and contribute to scalable support workflows. A passion for health tech is essential and strong communication is required.