Member Experience Specialist

Thatch · Austin, Texas, United States

Pay

$65k–80k

Setting

On-site

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THATCH Solutions Resources Pricing Company Sign in Book a demo Start now Back to all Roles Member Experience Specialist at Thatch Location Austin, Texas, United States Compensation $65,000 - $80,000 USD About the role We're hiring a Member Experience Specialist to support Thatch members — the people at the heart of our platform — and ensure they can access and navigate their healthcare with confidence. You’ll be the human element of Thatch, serving as a trusted point of contact for members across their member journey. You’ll educate new members on their benefits, help solve complex problems that emerge in the healthcare experience, and ensure our members feel supported in challenging moments. You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams to ensure customer issues get addressed quickly. You will partner closely with Operations, Engineering, Customer Success, and Product to ensure issues are resolved effectively and do not recur. Beyond day-to-day support, you will work with Operations and Product to improve the systems behind the scenes and strengthen the overall member experience. This includes contributing to more scalable support workflows, improving documentation, and identifying opportunities for automation over time. What you'll do 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 Background we're looking for 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 Experience we’d be particularly excited about Experience supporting health insurance, ICHRA, or complex financial/compliance products History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers What to expect We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect: 30 minute video meeting to talk through your background and interest in Thatch 30 minute video meeting with the hiring manager to dive deeper into your experience and the role 30 minute video meeting to meet 2-3 members of the team 30 minute video meeting with the hiring manager to work through a live case study 30 minute video meeting with our founders to discuss your approach to culture and our operating principles Apply for this position Legal First Name* Last Name* Email* Phone* Resume/CV* Cover Letter LinkedIn Profile Website Remote work location (City, State)* Will you require visa sponsorship for employment authorization in the US, either now or in the future?* -- Select an option -- Yes No Equal Employment Opportunity Information To help us comply with federal and state equal opportunity employment regulations, we invite you to voluntarily provide the following demographic information. This data is collected for statistical reporting purposes only and plays no role in the evaluation of your application. Your decision to provide or withhold this information will not impact your candidacy in any way. We appreciate your participation in helping us foster a fair and inclusive hiring process. Disability Status -- Select an option -- I do not want to answer No, I do not have a disability and have not had one in the past Yes, I have a disability, or have had one in the past Veteran Status -- Select an option -- I don't wish to answer I identify as one or more of the classifications of a protected veteran I am not a protected veteran Race -- Select an option -- Decline To Self Identify Two or More Races Native Hawaiian or Other Pacific Islander White Hispanic or Latino Black or African American Asian American Indian or Alaskan Native Gender -- Select an option -- Decline To Self Identify Female Male Submit Application THATCH Use cases Startups Small businesses Enterprise Brokers Resources ICHRA QSEHRA vs ICHRA Group plans vs ICHRA Company About us Jobs Blog Trust center Contact Contact sales Contact support © 2026 Thatch Health, Inc. Legal Terms Privacy Policy Resources Contact Thatch Health, Inc. is a financial technology company, not an FDIC insured depository institution. Banking services provided by Bangor Savings Bank, Member FDIC. FDIC insurance coverage protects against the failure of an FDIC insured depository institution. Pass through FDIC insurance coverage is subject to certain conditions. Thatch Health, Inc. is a financial technology company and is not an FDIC-insured bank. Banking services provided by Thread Bank, Member FDIC. The Thatch Health, Inc. Visa debit card is issued by Thread Bank, Member FDIC, pursuant to a license from Visa U.S.A. Inc. and may be used anywhere Visa cards are accepted. This website is operated by Thatch Health, Inc. Insurance services are provided by Thatch Health Insurance Services LLC. See Thatch Health Insurance Services LLC insurance licenses. Insurance services described on this website are provided by Thatch Health Insurance Services LLC and not the Health Insurance Marketplace® website. In offering this website, Thatch Health Insurance Services LLC is required to comply with all applicable federal laws, including the standards established under 45 CFR §§155.220(c) and (d) as well as 45 CFR §155.260 to protect the privacy and security of personally identifiable information. This website may not support enrollment in all Qualified Health Plans (QHPs) being offered in your state through the Health Insurance Marketplace® website. For enrollment support in all available QHP options in your state, go to the Health Insurance Marketplace® website at Healthcare.gov.

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