Operations Lead – Employer Servicing

Job not on LinkedIn

🕒 March 19

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Thatch

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

⚕️ Healthcare Insurance

💳 Fintech

👥 HR Tech

💰 $40M Series B - Thatch on 2025-04

Healthcare Insurance • Fintech • HR Tech

Thatch is a B2B platform that modernizes employer-sponsored health benefits by managing Individual Coverage Health Reimbursement Arrangements (ICHRA). It lets employers set healthcare budgets while employees choose and spend on insurance plans and other health and wellness services via a curated marketplace, a Thatch-issued Visa debit card, and integrated payroll/banking services. The platform includes AI-powered support for compliance and member questions, simple setup and switching, and tools for budgeting, enrollment, and administration.

📋 Description

• Own the delivery of employer services – oversee daily execution of employer support queue and processing tasks, manage team scheduling to ensure adequate coverage during business hours and peak volume periods. • Develop and coach your team – run 1:1s, deliver feedback that drives improvement, and mentor specialists to grow their impact. • Scale employer servicing operations for hypergrowth – help build and refine processes, workflows, and team capacity to ensure team output keeps pace with rapid employer growth without sacrificing quality or experience outcomes. • Lead quality assurance for your team – perform routine QA checks on AI- and human-driven support, run QA sessions, and action on knowledge or behavior gaps that impact performance. • Uplevel team documentation and self-service resources – drive consistency and clarity of member guidance through clear internal documentation and external FAQs. • Hire, onboard, and ramp new team members – support recruiting efforts for both contractor and FTE roles, and own the onboarding and training experience to get new hires comfortable in their roles quickly. • Collaborate cross-functionally – partner with other Operations teams, Product, Engineering, and Customer Success to solve employer issues, advocate for employer needs, and ensure the Employer Servicing team is kept close to changes that impact the team. • Cultivate a positive, motivating culture rooted in Thatch values – be there for your team as a leader and human being. Build an environment where everyone feels recognized, supported, and inspired. • Stay connected to customer needs and the frontline – own escalations and jump into team queues to get things done.

🎯 Requirements

• Minimum 7 years of experience in a customer-facing support role or customer success role supporting a complex health, insurance, or benefits tech product, with at least 2 years in a leadership role, such as a manager or team lead. • Unshakeable empathy and dedication to solving the hairiest customer problems. • Proven ability to deliver tailored coaching that drives individual and team growth. You know how to bring out the best in the people around you and foster a culture of accountability. • Extreme detail-orientedness. No minor change, inconsistency, or error gets past you. • Comfort leading teams through fast-paced change with a relentlessly optimistic mindset. • Demonstrated passion for Thatch’s mission.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development