Operations Lead (Member Servicing)

Responsibilities

• 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.

Requirements

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.

Nice-to-haves:

• 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.