---
title: 'Product Support Specialist at Thatch'
canonical: 'https://feeny.ai/job/product-support-specialist-thatch-austin-texas-rbf1xe5ek8yj'
type: 'job'
last_seen: '2026-09-14'
---

# Product Support Specialist at Thatch

- **Company:** Thatch
- **Location:** Austin Texas, United States
- **Compensation:** $80k–$90k
- **Posted:** 2026-03-01
- **Last confirmed live:** 2026-09-14
- **Apply:** https://thatch.com/jobs/5137114008?gh_jid=5137114008

## Job 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

Estimated Compensation Range $80,000—$90,000 USD

## 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](https://thatch.ai/company).

## About Thatch

## Company Overview
- **One-liner**: Thatch is a modern health benefits platform that uses an ICHRA to let employers set a budget and empower employees to choose and manage their own healthcare plans and spending.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2021
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Health benefits, Fintech (healthcare payments)
- **Target customers**: B2B – small-to-medium businesses and mid-market employers
- **Mission/purpose**: “Building a healthcare system people love”

## Products & Services
- **Thatch Platform**: All-in-one ICHRA-based benefits platform. Employers set a budget; employees choose their own health, dental, and vision insurance from top carriers and spend leftover funds on healthcare costs.
- **Ask Thatch**: AI-powered 24/7 text-based support for compliance, expense verification, and account questions.
- **Thatch Visa Debit Card**: Employees use the card to pay for prescriptions, copays, therapy, and other eligible healthcare costs from their budget.
- **Insurance Marketplace**: Access to plans from national carriers, selected directly by employees.
- **Benefits Marketplace**: Curated ecosystem of health and wellness services available with tax-free allowance.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding of **$84M** (as of April 2025)
- **Notable Investors**: General Catalyst, Index Ventures (led Series A and Series B), Google Ventures (led Seed round)
- **Growth Signals**: 4,000+ employers using Thatch; **208 employees** (monthly growth +10.5%); Series B raised $40M in April 2025; transparent support metrics (CSAT 99.9%, enrollment accuracy 83% vs. industry avg 76%).

## Competitive Advantages
- **ICHRA-native model** offers maximum flexibility and personalization compared to traditional group plans.
- **Works out of the box** with any payroll provider and insurance plan – no integration or implementation required.
- **5-minute setup** and ability to switch any time of year (not just open enrollment).
- **Transparent CX metrics** published publicly (response time, CSAT, enrollment accuracy).
- **Visa debit card** seamlessly extends the budget to out-of-pocket costs.

## Strategic Focus
- Scale employer adoption across SMB and mid-market segments.
- Deepen the benefits marketplace with more high-impact wellness partners.
- Build robust financial infrastructure for balances, premiums, and reimbursements.
- Expand data and analytics capabilities to drive insights and predictive features.

## Why Work Here
- **Remote-first** with optional in-person hubs in San Francisco and Austin.
- **Team caliber**: Colleagues from Stripe, Ramp, Rippling, Shopify, and Robinhood.
- **Energizing offsites** in beautiful locations.
- **Flexible home office budget** for remote work setup.
- **Operating principles**: Bias for action, relentless resourcefulness, high trust environment.
- **20 open roles** across Engineering, Operations, Growth, and Account Management.
- **High impact** at a fast-growing startup redefining healthcare benefits.

## Sources
1. [thatch.com](https://thatch.com/)
2. [thatch.com/company](https://thatch.com/company)
3. [thatch.com/jobs](https://thatch.com/jobs)
4. [LinkedIn](https://www.linkedin.com/company/thatch-com)
5. [CB Insights](https://www.cbinsights.com/company/thatch-2)

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