Thatch
Thatch is an all-in-one platform that makes it easy to offer your employees the most personalized healthcare experience. You decide what to spend, and your team gets great health benefits.
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Operations Lead (Member Servicing)
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About the role
Member Servicing owns frontline member support and the daily operational work required to ensure members have a seamless experience with Thatch. This team is central to our mission of building a healthcare system people love.
As Operations Lead, you'll be the operational and cultural backbone of the team. You'll move fluidly between hands-on execution and strategic problem-solving—ensuring core workstreams are well managed, pressure-testing and refining processes, coaching specialists through tough cases, managing escalations, and driving consistent, measurable progress toward better servicing outcomes.
This is a role for leaders who find genuine satisfaction in frontline operations, coaching and mentorship, and the gritty, behind-the-scenes work required to deliver a best-in-class member experience.
What you'll do
- Own the delivery of member services – oversee daily execution of member 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 member servicing operations for hypergrowth – help build and refine processes, workflows, and team capacity to ensure team output keeps pace with rapid member growth without sacrificing quality or member 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 member issues, advocate for member needs, and ensure the Member 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.
Background we're looking for
- Minimum 7 years of experience in a customer-facing support 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.
- Experience managing high volume, seasonal support queues with live phone and email channels.
- 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.
Experience we’d be particularly excited about
- Experience leading in a high-growth or startup environment.
- Experience supporting customers within the healthcare industry.
- Experience managing high volume periods of support such as Open Enrollment.
- Experience managing seasonal contractors or BPO vendors providing customer support in regulated industries.
- Low ego. You are unafraid to get your hands dirty and balance taking on support tickets with your daily responsibilities.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meetings to meet 2-3 members of the team
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Ready to apply?
Apply to Thatch
Operations Lead (Employer Servicing)
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About the role
Employer Servicing owns frontline employer support and the daily operational work required to ensure employers have a seamless experience with Thatch. This team is central to our mission of building a healthcare system people love.
As Operations Lead, you'll be the operational and cultural backbone of the team. You'll move fluidly between hands-on execution and strategic problem-solving—ensuring core workstreams are well managed, pressure-testing and refining processes, coaching specialists through tough cases, managing escalations, and driving consistent, measurable progress toward better servicing outcomes.
This is a role for leaders who find genuine satisfaction in frontline operations, coaching and mentorship, and the gritty, behind-the-scenes work required to deliver a best-in-class employer experience.
What you'll do
- 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.
Background we're looking for
- 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.
Experience we’d be particularly excited about
- Experience leading in a high-growth or startup environment.
- Experience supporting customers within the healthcare industry.
- Experience managing high volume periods of support such as Open Enrollment.
- Low ego. You are unafraid to get your hands dirty and balance taking on support tickets with your daily responsibilities.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with the hiring manager to work through a live case study
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Ready to apply?
Apply to Thatch
About the role
We're on the lookout for an Operations Lead to join Thatch. This role is vital for our company, as you'll spearhead numerous projects and develop internal and external processes to help Thatch’s Operations team scale. The Carrier Operations team connects health insurance carriers with our support, product, and engineering teams. Our goal is to make healthcare simple and effective for every member who joins our platform—a daunting task within the US Healthcare system that we are looking for someone willing to tackle head-on.
This role will lead a key operations function, accountable for operational OKRs, product prioritization, and day-to-day escalation and queue management. We seek a candidate with a proven track record of building and shaping operational functions in fast-growing startups, leveraging data, product, and process for impactful results. This individual must possess the ability to both dive deep into the details of daily execution and step back to strategize and plan the long-term direction of the organization.
A critical focus area for the team is the ongoing reconciliation of our payment infrastructure. This complex function is vital for financial accuracy and stability. Its efficient management directly and positively impacts our members, driving trust and satisfaction through seamless and accurate financial experiences.
What you'll do
- Manage payment reconciliation: Oversee systems ensuring accurate matching of incoming payments to expected receivables, monitor automated tools, resolve discrepancies, and maintain financial data integrity.
- Direct operational workflow: Own the daily task pipeline, prioritize requests, delegate assignments, and ensure timely completion of all operational tasks to meet service level agreements.
- Develop product and processes: Identify and implement improvements to enrollment and payment infrastructure by designing new features, documenting workflows, and collaborating with engineering/product teams for better scalability.
- Manage escalations with Support: Handle complex, high-priority issues escalated by the Support team, coordinate resolution with internal teams, and communicate outcomes to Support and affected customers.
Background we're looking for
- 7+ years in operations, consulting, or related fields at a high-growth startup or management consulting firm
- Track record of building project teams or launching new products/initiatives
- Experience creating effective operational processes in ambiguous environments and managing complex stakeholder relationships
- Strong analytical, problem-solving, and organizational skills
- Bachelor's degree required; MBA or advanced degree is a plus
Experience we’d be particularly excited about
- Experience in health insurance or benefits
- Vendor and operational management expertise
- Process improvements with measurable results
- Diverse job experience with proven significant impact
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Ready to apply?
Apply to Thatch
About the role
We're on the lookout for a Carrier Partnerships Lead to join Thatch. This role is vital for our company, as you'll be responsible for managing the commercial relationships with our health insurance carrier partners. You will spearhead the development and maintenance of these crucial partnerships, ensuring alignment between Thatch's internal stakeholders and the operational needs of our carriers. Our goal is to make healthcare simple and effective for every member who joins our platform—a daunting task within the US Healthcare system that we are looking for someone willing to tackle head-on .By partnering with carriers closely we can help push the industry forward.
This role will lead a key partnerships function, accountable for commercial relationships, establishing operational excellence with third parties, and expanding our distribution channels. This includes helping to develop quarterly business reviews and being responsible for ensuring mutually beneficial partnership outcomes. We seek a candidate with a proven track record of building and shaping operationally focused projects with third parties, leveraging relationship management skills and a deep healthcare background for impactful results. This individual must possess the ability to both dive deep into the details of daily execution and step back to strategize and plan the long-term direction of the partnerships.
What you'll do
- Manage Commercial Relationships: Oversee and strengthen relationships with our largest health insurance carriers, acting as the primary point of contact for commercial and strategic discussions.
- Develop Quarterly Business Reviews (QBRs): Design, prepare, and lead regular QBRs with carriers to review performance, strategic initiatives, and align on future goals.
- Establish Operational Processes: Develop and maintain efficient escalation and operational processes with carriers to streamline day-to-day interactions and problem resolution.
- Internal Stakeholder Connection: Act as the liaison connecting all internal Thatch stakeholders (e.g., Product, Engineering, GTM, Support) to the appropriate carrier needs and requirements.
Background we're looking for
- Demonstrated experience in relationship management with large, complex third parties.
- Strong background and familiarity with the healthcare ecosystem, particularly health insurance.
- Proven track record of building out operationally focused projects with third parties.
- 7+ years in partnerships, operations, or related commercial fields at a high-growth startup or enterprise organization.
- Experience creating effective operational processes in ambiguous environments and managing complex stakeholder relationships.
- Strong analytical, problem-solving, and organizational skills.
- Bachelor's degree required.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Ready to apply?
Apply to Thatch
About the role
We are looking for an experienced and detail-oriented Customer Support Specialist to join our Employer Servicing team. In this role, you will be the ultimate subject matter expert on our benefits platform and the complex technical systems that power it. You’ll work directly with business leaders and HR admins as their trusted advisor from onboarding through renewal, ensuring they have a seamless experience providing world class benefits to their employees. This is a critical role that blends deep technical knowledge with excellent problem-solving and communication skills.
You’ll thrive in this role if you get energy from solving problems that initially seem impossible and view every customer interaction as an opportunity to improve the product or process.
What you'll do
- Interface with customers via email, phone, and video conferencing to resolve issues quickly, efficiently, and with a human touch
- Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics
- independently investigate and resolve technical problems by reviewing databases, analyzing system logs, and partnering with engineering—then translate findings into clear customer communications
- Build scalable solutions to customer problems through documentation, macros, videos, and workflow improvements that benefit the entire customer base
- Partner with product and engineering to advocate for customer needs, provide detailed bug reports, and validate solutions
Background we're looking for
- 3+ years in customer-facing operations or technical support within a complex B2B environment (SaaS, fintech, healthtech, or benefits)
- Excellent written and verbal communication skills—can explain technical concepts clearly to non-technical audiences
- Proven ability to handle high volumes with high quality
- Experience collaborating with engineering teams to resolve customer-impacting issues
- Track record of being "the go-to person" for difficult customer issues and technical questions
Experience we’d be particularly excited about
- Subject matter expertise in benefits administration, payroll systems (Gusto, ADP, Paychex), or HR platforms
- Experience supporting health insurance, ICHRA, or complex financial/compliance products
- History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume
- Proficiency with support analytics tools (Zendesk Analytics, Metabase, Looker) to identify trends and measure impact
- Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers
- Background in technical account management, implementation, or solutions consulting roles
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Ready to apply?
Apply to Thatch