Operations Lead (Member Support)
On-siteAustin, Texas, United States
Job Summary
Oversee daily execution of the support queue across channels, meeting SLAs while adapting to volume spikes and new issue patterns. Scale the support function by standing up new models like phone support, training specialists, and driving efficiency through AI and automation to absorb growth without linear headcount increases. Coach and develop your team through 1:1s, career investments, and direct feedback on quality and performance. Drive cross-functional impact by partnering with product and engineering teams to fix upstream issues that drive support volume. Cultivate a collaborative team culture and own escalations end-to-end, converting insights into process and tooling improvements. Jump into difficult cases to stay well-versed on the customer experience and identify where the next investment should land.
Required Qualifications
- Minimum 7 years of relevant experience
- 3+ years as a people manager
- Minimum 3 years of experience in a customer-facing support role supporting a complex benefits, healthcare, or finance product
- Experience managing high-volume, seasonal support queues across live channels (phone, email, chat)
- Unshakeable empathy and dedication to solving the hairiest customer problems
- Proven ability to deliver tailored coaching that closes performance gaps and grows specialists into future leaders
- Extreme detail-orientedness
- Comfort leading teams through fast-paced change (new tools, new processes, new ways of working) with a relentlessly optimistic mindset
- Track record of turning frontline insight into product and process change
- Demonstrated passion for Thatch's mission
Desired Qualifications
- Experience leading in a high-growth or startup environment
- Experience supporting customers within the healthcare industry
- Experience supporting multiple customer personas (e.g. consumers, businesses, partners/brokers) within a single team or queue
- Experience using AI, automation, or tooling to scale a support function
- 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
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