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About the Role
Thatch aims to create a healthcare system that is fast, personal, and trustworthy. The Employer Support team collaborates with key customer stakeholders to provide proactive support and resolve complex issues, ensuring a positive benefits experience for employees.
Responsibilities
- Lead and scale a rapidly growing support organization, establishing new teams as needed.
- Hire, coach, and develop support specialists.
- Apply seasoned judgment to operational strategy and metrics, ensuring business accountability.
- Collaborate with operations and cross-functional leaders to scale the business while maintaining customer experience.
- Track, analyze, and report on team performance regularly.
- Champion Thatch's customer-centric philosophy.
- Strengthen the organization through recruitment, training, policy development, process definition, and structural improvements.
Requirements
- 5+ years of experience building and leading support teams in fast-changing environments.
- Experience managing support managers, specialists, technical account managers, and/or premium support functions.
- Strong collaboration skills with a demonstrated ability to navigate complex environments and build relationships.
- Proven ability to deliver complex operational projects involving multiple stakeholders.
- Excellent written and verbal communication skills.
- Background in fintech, healthtech, or a comparable industry is a plus.
- Strong AI fluency and an AI-first instinct, with experience using AI tools to improve operations or customer support.
- Comfortable balancing tactical and strategic responsibilities.
Skills
- Leadership
- Team Management
- Operational Strategy
- Metrics Analysis
- Customer Support
- Collaboration
- Project Management
- Communication
- AI Tools
- Recruiting
- Training
- Process Improvement
Location
- Fully Distributed
Work Type
- Full-time
Experience Level
- Manager
- 5+ years
Salary/Compensations
- $135,000—$175,000 USD
About the Company
- Thatch is a fully distributed early-stage company focused on transforming healthcare through technology.
- We are a positive, friendly, and high-velocity team.