Thatch is looking for an Employer Support Specialist to join our Employer Servicing team. In this role, you will act as the subject matter expert on our benefits platform and the technical systems behind it. You’ll serve as a trusted advisor to business leaders and HR administrators, ensuring they have a seamless experience providing excellent benefits to their teams.
What You'll Do
- Interface with customers via email, phone, and video to resolve issues quickly and efficiently.
- Conduct consultative calls and write detailed explanations on complex insurance, compliance, and platform topics.
- Investigate and resolve technical problems by analyzing system logs and partnering with engineering teams.
- Build scalable solutions through documentation, macros, videos, and workflow improvements.
- Partner with product and engineering to advocate for customer needs and validate solutions.
What 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 with the ability to explain technical concepts to non-technical audiences.
- Proven ability to handle high volumes of work with high quality.
- Experience collaborating with engineering teams to resolve customer-impacting issues.
- A track record of being the go-to person for difficult customer issues and technical questions.
Nice to Have
- Subject matter expertise in benefits administration, payroll systems (Gusto, ADP, Paychex), or HR platforms.
- Experience supporting health insurance, ICHRA, or complex financial/compliance products.
- A history of proactively building customer-facing resources like help articles or videos to reduce support volume.
- Proficiency with support analytics tools such as Zendesk Analytics, Metabase, or Looker.
- Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark.
- Background in technical account management, implementation, or solutions consulting.
Thatch is an equal opportunity employer.
