Head of Support Operations & Customer Experience

Thatch; United States; Remote; USD 135,000 - 175,000; Full time

Job summary

Thatch is a fully distributed early-stage company reinventing healthcare benefits. As the leader of the Employer Support team, you’ll shape how we partner with C-level executives, HR admins, and brokers to deliver fast, personal, and trustworthy support across the business.

You’ll build and scale a high-performing team, set operational strategy with clear metrics, and drive a customer-first culture while collaborating closely with sales, GTM, and operations.

Qualifications

• 5+ years building and leading support teams in fast-changing environments.
• Experience managing support managers, specialists, and premium support functions.
• Excellent written and verbal communication.

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.
• Set operational strategy and metrics, and hold the business to clear accountability.
• Collaborate with operations and cross-functional leaders to scale without eroding customer experience.
• Track and report on team performance on a regular cadence.
• Champion Thatch’s customer-centric philosophy and drive accountability.
• Lead organizational improvements through recruitment, training, and policy development.

Skills

Leadership & people management

Operations strategy

Cross-functional collaboration

Excellent communication

Job description

Thatch is a fully distributed early-stage company reinventing healthcare benefits. As the leader of the Employer Support team, you’ll shape how we partner with C-level executives, HR admins, and brokers to deliver fast, personal, and trustworthy support across the business.

You’ll build and scale a high-performing team, set operational strategy with clear metrics, and drive a customer-first culture while collaborating closely with sales, GTM, and operations.