Employer Support Specialist

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

Proficiency with support analytics tools (Zendesk Analytics, Metabase, Looker) to identify trends and measure impact

Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers

Background in technical account management, implementation, or solutions consulting roles

What to expect

We are looking for an experienced and detail-oriented Customer Support Specialist to join our Employer Servicing team. In this role, you will be the ultimate subject matter expert on our benefits platform and the complex technical systems that power it. You’ll work directly with business leaders and HR admins as their trusted advisor from onboarding through renewal, ensuring they have a seamless experience providing world class benefits to their employees. This is a critical role that blends deep technical knowledge with excellent problem-solving and communication skills.

You’ll thrive in this role if you get energy from solving problems that initially seem impossible and view every customer interaction as an opportunity to improve the product or process.

What you'll do

Interface with customers via email, phone, and video conferencing to resolve issues quickly, efficiently, and with a human touch

Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics

independently investigate and resolve technical problems by reviewing databases, analyzing system logs, and partnering with engineering—then translate findings into clear customer communications

30 minute video meeting with our founders to discuss your approach to culture and our operating principles

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

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