Hiring: Member Experience Specialist - Tampa Bay Area Company: Thatch Location: Tampa, FL Job Posted Time: 2026-09-10 11:56:08 About the job Experience: •1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role •4 years of experience in customer support, healthcare or health tech services, or similar member-facing role Required Skills: •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. •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. •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 Compensation: •$85,000 - $105,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!