Member Experience & Support Specialist

Thatch; San Francisco (CA); On-site; USD 95,000 - 130,000; Full time

Job summary

Thatch in San Francisco is hiring a Member Experience Specialist to support members as they navigate healthcare and benefits, providing empathetic frontline assistance via email and phone. You will resolve issues across benefits, insurance, and core workflows, meet SLAs, and collaborate with Operations, Engineering, Customer Success, and Product to improve systems and documentation.

This role is on-site in San Francisco with 1–4 years in customer support or health tech, and a passion for health

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.
• Based in or willing to relocate to the San Francisco Bay Area, with the ability to work on-site.

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 experience

Healthcare knowledge

Communication skills

Collaboration

Job description

Thatch in San Francisco is hiring a Member Experience Specialist to support members as they navigate healthcare and benefits, providing empathetic frontline assistance via email and phone. You will resolve issues across benefits, insurance, and core workflows, meet SLAs, and collaborate with Operations, Engineering, Customer Success, and Product to improve systems and documentation.

This role is on-site in San Francisco with 1–4 years in customer support or health tech, and a passion for health