Member Experience Lead, Health Tech & Support

Thatch; Tampa (FL); On-site; USD 85,000 - 105,000; Full time

Job summary

Thatch is hiring a Member Experience Specialist in the Tampa Bay Area to support members and ensure they can access and navigate their healthcare with confidence.

You’ll educate new members on benefits, resolve complex issues, and collaborate with Operations, Engineering, Product, and Customer Success to improve the overall member experience. This role emphasizes scalable support, documentation, and proactive automation strategies.

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.

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

Skills

Customer support

Healthcare knowledge

Communication

Cross-functional work

Work under pressure

Based in Tampa

Job description

Thatch is hiring a Member Experience Specialist in the Tampa Bay Area to support members and ensure they can access and navigate their healthcare with confidence.

You’ll educate new members on benefits, resolve complex issues, and collaborate with Operations, Engineering, Product, and Customer Success to improve the overall member experience. This role emphasizes scalable support, documentation, and proactive automation strategies.