Head of Employer Support & Operations

Thatch; Austin (TX); On-site; USD 135,000 - 175,000; Full time

Job summary

Thatch is seeking a Manager to lead the Employer Support team in a fully distributed environment, partnering with sales, go-to-market, and operations to deliver fast, personal, and trustworthy support to employers and brokers.

You will hire, coach, and scale a high-performing team, set clear operational strategy and metrics, drive cross-functional alignment, and champion a customer-first culture at every touchpoint.

Qualifications

• 5+ years building and leading support teams in fast-changing environments.
• Experience managing support managers, specialists, technical account managers, and/or premium support functions.
• A strong collaborator with the ability to navigate complex environments and build relationships.

Responsibilities

• Lead and scale a rapidly growing support org, standing up new teams as the business demands.
• Hire, coach, and grow a team of support specialists.
• Bring seasoned judgment to setting operational strategy and metrics, and hold the business to clear accountability.
• Work hand-in-hand with operations and cross-functional leaders to scale the business without eroding the customer experience.
• Track and analyze how the team is performing, and report on it on a regular cadence.
• Carry our values forward – acting as a champion for Thatch's customer‑centric philosophy.
• Strengthen the organization through management work: recruiting, training, drafting team policies, defining process, and other structural improvements

Skills

Leadership

People management

Cross-functional

Operations metrics

Communication

Job description

Thatch is seeking a Manager to lead the Employer Support team in a fully distributed environment, partnering with sales, go-to-market, and operations to deliver fast, personal, and trustworthy support to employers and brokers.

You will hire, coach, and scale a high-performing team, set clear operational strategy and metrics, drive cross-functional alignment, and champion a customer-first culture at every touchpoint.