Description
About the role
In this role, you will be the ultimate subject matter expert on our benefits platform and the complex technical systems that power it. This role is not your typical support role – it will require you to build strong technical expertise, leverage strong problem-solving skills, and use project management skills to strategically improve our support systems, processes, and product quality.
You will work directly with business leaders and HR admins as their trusted advisor, ensuring they have a seamless experience providing world class benefits to their employees. You will coordinate with cross-functional teams, including Engineering, Product, and Sales, to drive them to resolution. A deep understanding of our platform will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency.
If you are looking for a launchpad to your career at a high growth technology company, this role is for you.
What you'll do
- Analyze, troubleshoot, and resolve complex issues through direct customers interface (email, phone, video conference)
- Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues
- Independently investigate and resolve technical problems by reviewing databases, analyzing system logs, and partnering with engineering—then translate findings into clear customer communications
- Build partnerships and relationships with large mid-market and enterprise accounts
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions
Background we're looking for
- 3+ years in customer-facing operations or technical support within a complex B2B environment (SaaS, fintech, healthtech, or benefits)
- Excellent written and verbal communication skills—can explain technical concepts clearly to non-technical audiences
- Proven ability to handle high volumes with high quality
- Experience collaborating with engineering teams to resolve customer-impacting issues
- Experience managing and developing large client relationships
- Track record of being "the go-to person" for difficult customer issues and technical questions
Experience we’d be particularly excited about
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets
- Experience working with HR administrators on billing reconciliation and payroll deduction reporting
- Experience at fast growing technology companies
- History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume
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 our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Similar jobs
Est. 122,500 USD
About the role The Support team is the heart of Thatch – the people who help members navigate their benefits when it matters, assist employers in administering benefits, and partner with brokers to serve their books of b…
Est. 72,250 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 hum…
Est. 200,000 USD
About the role We’re looking for an exceptional leader to build and lead Thatch for Platforms across product and go-to-market. You’ll set the long-term strategy for the business, translate that strategy into product and…
Est. 120,000 USD
About the role We’re looking for a consultative and action-oriented Account Manager to join our growing team. In this role, you’ll manage a portfolio of Mid-Market employer customers, serving as a trusted advisor on the…
Est. 92,500 USD
About the role We're on the lookout for an Operations Specialist to join Thatch. This role is vital for our company, as you'll support operational workflows and execute processes to help Thatch’s Operations team scale. T…
Est. 87,500 USD
About the role As our customer base grows, so does the complexity of supporting employers, brokers, and members through the moments that matter most in their Thatch journey. The Field Account Manager (FAM) is a critical…
Est. 195,500 USD
About the role Thatch is rewiring how health benefits work. We build software that gives employees real control over how they use their benefits. We’re looking for a Backend Software Engineer to design and build the core…
Est. 185,000 USD
About the role Thatch is rewiring how health benefits work. We build software that gives employees real control over how they use their benefits. We're looking for a Product Manager to own one of the core product areas a…
Est. 195,500 USD
About the role Thatch is rewiring how health benefits work. We build software that powers employer-funded coverage and gives employees real control over how they use their benefits. We’re looking for a Full Stack Softwar…
Est. 150,000 USD
About the role We’re hiring a driven and adaptable Account Executive to join our SMB segment at Thatch. In this role, you’ll engage with growing businesses navigating healthcare benefits for the first time — blending bot…
Est. 137,500 USD
About the role Thatch is on a mission to simplify and modernize health benefits for today's workforce. We're looking for an experienced, highly organized Channel Partnerships Manager to own and grow our partner ecosystem…
Est. 100,000 USD
About the role You'll own the candidate experience from application through interview, partnering closely with recruiters and hiring managers to keep the process running smoothly. You'll help build a strong top-of-funnel…
Est. 176,000 USD
About the role At Thatch, design is one of the defining traits that sets us apart. The healthcare experience in America has long been subpar, and the bar for quality design is low — we’re raising that bar, and with it, t…
Est. 147,500 USD
About the role This role sits inside the Revenue Strategy function and reports directly to the Head of Revenue Strategy & Operations. The mandate: turn the signal that already exists in Salesforce, Redshift, and our…
Est. 275,000 USD
About the role We’re hiring a Regional Director, Mid-Market West to build, lead, and scale a team of Account Executives across the West Coast Region. This leader will own regional revenue outcomes, coach AEs through comp…
Est. 180,000 USD
About the role Thatch is rewiring how health benefits work. We build software that gives employees real control over how they use their benefits. We're looking for a Data Scientist to help Thatch make better product, com…
Est. 250,000 USD
About the role We’re looking for a consultative, strategic Account Executive to join our Mid-Market sales team at Thatch, owning the East Coast Region. Alongside our Broker partners, you will work with HR, finance, and e…
Est. 215,000 USD
About the role Thatch is rewiring how health benefits work. We build software that gives employees real control over how they use their benefits. We’re looking for an Infrastructure Engineer to own the reliability, secur…
Est. 255,000 USD
About the role Healthcare in America is notoriously complex, opaque, and outdated. We’ve been conditioned to have low expectations for the user experience in healthcare, accepting clunky portals, confusing workflows, and…
Est. 169,000 USD
About the role Thatch is rewiring how health benefits work. We're looking for a Growth Marketing Lead to build and scale new acquisition channels. You'll own our strategy across paid social, CTV, OOH, radio, and emerging…
Est. 150,000 USD
About the role Thatch is building our customer advocacy function from the ground up — which means there's no playbook to inherit and no ceiling on what it becomes. We're building it as its own function from zero, at the…
Est. 169,000 USD
About the role Thatch is rewiring how health benefits work. We're looking for a Video Creative to own video at Thatch. This is a hands-on creative role. You'll define how we use video and personally take work from concep…
Est. 185,000 USD
About the role Thatch is rewiring how health benefits work. We're looking for an SEO & Performance Content Lead to build organic search into a durable growth channel. You'll own our SEO strategy end to end, from iden…
Est. 301,500 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 286,500 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 115,000 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 194,275 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 175,000 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 175,000 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 199,350 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…