Lead daily operations and scaling of member, employer, and broker support queues at Thatch. Coach and develop a team of specialists, own escalations, drive cross-functional improvements to reduce support volume, and build team culture while staying hands-on with frontline work. Requires 7+ years experience including 3+ years managing people and complex customer support.
Provide frontline member support via email and phone for healthcare benefits and insurance issues at Thatch. Own issues end-to-end, identify patterns for cross-functional resolution with Ops/Product/Engineering, and improve support processes and documentation. Requires 1-4 years customer support or health tech experience and strong communication skills.
Lead daily operations and scaling of member, employer, and broker support queues at Thatch. Coach and develop a team of specialists, own escalations, drive cross-functional improvements to reduce support volume, and build team culture while staying hands-on with frontline work. Requires 7+ years experience including 3+ years managing people and complex customer support.
Provide frontline member support via email and phone for healthcare benefits and insurance issues at Thatch. Own issues end-to-end, identify patterns for cross-functional resolution with Ops/Product/Engineering, and improve support processes and documentation. Requires 1-4 years customer support or health tech experience and strong communication skills.