Member Experience Specialist - San Francisco
Thatch
$95,000 - $130,000 / year
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Description
About Thatch
For most people, health insurance is something that happens to them: a plan chosen by someone else, with little room to fit their life. Thatch is changing that. We help companies give every employee a real healthcare budget instead of a one-size-fits-all plan, so people can choose the coverage and care that works for them, and employers get predictable costs they can control.
It’s a simple idea, but making it real means solving hard problems across healthcare, payments, and technology, and we’re just getting started. We look for people who like solving complex problems, use good judgment, and are comfortable working through ambiguity. People here care deeply about our customers, take real responsibility for what gets built, and are driven by doing work that matters.
About the role
We're hiring a Member Experience Specialist based in our San Francisco office 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
- Based in or willing to relocate to the San Francisco Bay Area, with the ability to work on-site
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
Benefits
- health insurance
About this role
Supporting members through their healthcare journey at Thatch means being the frontline voice for people navigating a complex product at the intersection of health insurance and financial services. In this role, you'll handle member inquiries via email and phone, resolve issues related to benefits and core workflows, and own solutions end-to-end with empathy and speed. You'll also identify patterns in member problems and work across Operations, Engineering, Customer Success, and Product to address root causes and prevent recurrence.
Beyond day-to-day support, you'll contribute to scaling Thatch's support infrastructure by improving documentation, refining internal processes, and spotting opportunities for automation. This requires someone with 1–4 years in customer support, healthcare, or a similar member-facing role—ideally with exposure to health insurance, ICHRA, or other complex financial products. You'll need strong communication skills to break down intricate concepts, the ability to thrive under pressure while maintaining quality, and genuine motivation to work in health tech.
The role is based in San Francisco and requires in-office work. Thatch moves quickly and hires for integrity, talent, and drive; expect a thorough interview process including case study work and conversations with the hiring manager, team members, and founders.
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Pay for this role
$95,000 to $130,000 per year
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