Customer Support Specialist

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.

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

• Ability to read, write, and speak fluently in Spanish preferred
• 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 one of our founders to discuss your approach to culture and our operating principles.
• Final 30 minute call to answer any outstanding questions.