Head of Member Support Operations

Thatch Health; Austin (TX); On-site; USD 115,000 - 130,000; Full time

Job summary

Thatch in Austin, TX is seeking an Operations Lead for Member Support to own daily execution of the support queue and prepare the team for Open Enrollment. You will coach a team of specialists, scale support channels with AI and automation, and partner across the company to improve the customer experience.

If you have 7+ years in relevant roles, including 3+ as a people manager, and a passion for frontline service, come join Thatch and help build a best-in-class support engine that scales with

Qualifications

• Minimum 7 years of relevant experience with 3+ years as a people manager.
• Experience leading customer-facing support for complex benefits/healthcare products.
• Ability to scale a high-volume support function and manage seasonal demand.
• Proven coaching track record to grow frontline teams into leaders.
• Attention to detail with a bias toward practical, tested improvements.

Responsibilities

• Own daily execution of the support queue across channels while meeting SLAs.
• Scale the support function with new models, automation, and tooling.
• Coach and develop the team through 1:1s and career planning.
• Drive cross-functional improvements to reduce inbound support volume.
• Lead escalations end-to-end and translate learnings into product changes.
• Maintain a culture that supports the team and company goals.

Skills

Empathy

Coaching

People management

Escalation handling

Cross-functional collaboration

Detail-oriented

Operational leadership

Tools

AI tooling

Job description

Thatch in Austin, TX is seeking an Operations Lead for Member Support to own daily execution of the support queue and prepare the team for Open Enrollment. You will coach a team of specialists, scale support channels with AI and automation, and partner across the company to improve the customer experience.

If you have 7+ years in relevant roles, including 3+ as a people manager, and a passion for frontline service, come join Thatch and help build a best-in-class support engine that scales with