Customer Support Specialist, Remote Job id-9632

May 28, 2025

About the role

As a Customer Support Specialist at Thatch, you’ll serve as a pivotal force in our company’s evolution, acting as a true expert on all things Thatch as you support customers of all kinds: employers, employees, and brokers. Your role is critical in connecting our engineering team with our user base, influencing both the functionality and the accessibility of our product. Your contributions will enhance our operational effectiveness and fortify our competitive edge in the industry.

We’re on the lookout for driven people and fast learners. You should be adept at multitasking, detail-oriented, and have a knack for understanding both the business and technical sides of operations. If you have an aptitude for identifying and executing efficient processes and can communicate effectively with diverse stakeholders, we’d love to chat.

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What you’ll do

• Respond to support requests from Thatch users, ensuring that their needs are met quickly and effectively.

• Systematically organize and curate essential business information for access by internal stakeholders, supporting data-driven decision-making.

• Proactively identify opportunities for operational improvements and spearhead initiatives to elevate organizational performance and adaptability.

• Write and maintain documentation for Thatch’s products and solutions, both internally and externally on our public website.

• Identify areas of product improvement and drive initiatives to enhance operational efficiency.

Background we’re looking for

• 1+ year of experience in support, operations, or a related role, ideally at a tech company.

• Excellent written communication and project management skills.

• Ability to effectively communicate and work with both technical and non-technical teams.

• A proactive, optimistic, growth-minded approach, complemented by the resilience to thrive in a fast-paced and evolving workplace.

• We hire for potential — even if you don’t meet all the criteria listed here, we encourage you to apply!

Experience we’d be particularly excited about

• Experience working with modern tooling (Help Scout, Linear, Notion) in a support or operations organization.

• Excitement about technical concepts, great analytical skills, and comfort explaining technical concepts to a range of audiences.

• Someone with a high motor and chip on their shoulder – we love people who are not afraid to do the dirty work but also have the ability to envision a better world with greater efficiency.

What to expect

Our interview process is rigorous and reflects our emphasis on integrity, talent, and drive. From day one, we place trust in our team members, indicative of our confidence in our selection process. Typically, our interview process is completed within 2 weeks.

• 30 minute Zoom meeting to talk about Thatch, your background, and answer any questions about the role.

• 30-45 minute Zoom meeting to hear more about your experience and how you’d approach working in the role.

• Two 30 minute zooms with additional Thatch teammates to access your skill sets.

• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles.

• Final 30 minute call to answer any outstanding questions.

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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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