会员体验专员 - 坦帕湾地区
Member Experience Specialist - Tampa Bay Area
职位描述
我们正在招聘一名会员体验专员，工作地点在坦帕湾地区，负责支持Thatch的会员——平台的核心用户——确保他们能够自信地访问和使用自己的医疗保健服务。
你将成为Thatch的人员代表，作为会员在整个会员旅程中的可信赖联系人。你需要向新会员解释他们的福利，帮助解决医疗体验中出现的复杂问题，并在困难时刻让我们的会员感受到支持。
你还将发挥关键作用，识别模式，发现问题，并将错误或特殊情况上报给相应的团队，以确保客户问题得到快速解决。你将与运营、工程、客户成功和产品团队紧密合作，确保问题得到有效解决且不再重复发生。
除了日常支持外，你还将与运营和产品团队合作，改进后台系统，提升整体会员体验。这包括为支持流程提供可扩展性，改善文档，并随着时间推移识别自动化的机会。
你将负责的工作内容
- 通过电子邮件和电话渠道为会员提供高质量的一线支持，回答有关福利、保险和其他由Thatch平台支持的核心流程的问题并解决问题
- 达到定义我们一流支持团队的标准服务水平协议（SLA）和成功指标
- 全程负责支持问题，确保快速且富有同理心的回应和全面的解决方案
- 识别重复出现的问题，并与跨职能团队合作解决根本原因
- 协助改进内部流程、支持文档和团队资源，提高会员支持团队的内部效率和会员体验结果
- 与雇主支持和其他运营团队协调处理涉及跨职能流程的问题
我们寻找的背景
- 1-4年客户支持、医疗或医疗科技服务，或其他面向会员的岗位经验
- 出色的书面和口头沟通能力——你可以将复杂的概念简化为新受众，并在高压情况下保持清晰
- 强烈的动机，在医疗科技和金融科技的交叉领域工作，支持一个高度复杂的产品
- 能够有效地与运营、产品和工程团队合作，解决客户问题并改善客户体验
查看英文原文
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 the Tampa Bay Area 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 Tampa Bay Area
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
Estimated Compensation Range
$85,000—$105,000 USD