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Operations Lead (Member Support)

Thatch· Operations
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Hybrid (Austin, TX)$115k - $130kfull-timePosted 3mo ago

About the role

Lead the daily operations and long-term scaling of Thatch's member, employer, and broker support function, coach and develop the support team, establish new channels, and partner cross-functionally to improve the customer experience and reduce support volume.

Responsibilities

  • Own daily execution of the support queue – oversee day-to-day operation across channels, meet SLAs, and deliver best-in-class support to members, employers, and brokers as we scale.
  • Scale the support function – stand up new support models (e.g., phone support), train and uplevel specialists, drive efficiency through AI, automation, tooling, and cross-functional partnership, and plan seasonal staffing for Open Enrollment (OEP).
  • Coach and develop your team – conduct 1:1s, invest in specialists' careers, grow future leaders, and provide timely feedback on quality and performance.
  • Drive cross-functional impact on the customer experience – partner with teams to surface pain points and opportunities to reduce inbound volume and improve product experience.
  • Cultivate a culture – build a supportive, collaborative environment and recognize contributions across the company.
  • Own escalations end-to-end – act as escalation point, resolve issues, and convert insights into product/process/tooling improvements.
  • Stay connected to customer needs – handle difficult cases and operational work to stay aligned with customer experience and identify areas for investment.

Qualifications

  • Minimum 7 years of relevant experience, including 3+ years as a people manager.
  • Minimum 3 years of experience in a customer-facing support role supporting a complex benefits, healthcare, or finance product.
  • Experience managing high-volume, seasonal support queues across live channels (phone, email, chat).
  • Unshakeable empathy and dedication to solving complex customer problems.
  • Proven ability to deliver tailored coaching that closes performance gaps and grows specialists into leaders.
  • Extreme attention to detail; no minor change or error escapes.
  • Comfort leading teams through fast-paced change with an optimistic mindset.
  • Track record of turning frontline insight into product/process changes with product and engineering teams.
  • Demonstrated passion for Thatch's mission.

Skills

Required:People managementCustomer support leadershipCoaching and feedbackCross-functional collaboration
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Thatch

Health benefits from the future

Thatch is an all-in-one platform that makes it easy to offer the most personalized healthcare experience to your employees using an ICHRA.

healthcarebenefitsplatform
Company profileWebsite

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