Operations Lead (Member Servicing)

We are seeking an Operations Lead (Member Servicing) to own the delivery of member services, develop and coach the team, and scale member servicing operations for hypergrowth. The role requires a minimum of 2 years in a leadership role and 3 years of experience in a customer-facing support role supporting a complex health, insurance, or benefits tech product.

Requirements

• Minimum 2 years in a leadership role, such as a manager or team lead.
• Minimum 3 years of experience in a customer-facing support role supporting a complex health, insurance, or benefits tech product.
• 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.
• Extreme detail-orientedness.
• Comfort leading teams through fast-paced change with a relentlessly optimistic mindset.
• Demonstrated passion for Thatch’s mission.