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Thatch

Operations Lead (Member Support)

Thatch · Austin, Texas, United States

Posted about 3 months ago

or apply directly on Thatch's site. We never take the application ourselves.

Is this posting real?

This role has been open
81 days
Thatch's roles stay open a median of 79 days
Reposted
No
Salary listed
No
0% of Thatch's roles list one
Ghost-job risk at Thatch
high
31 stale, 1 reposted of 34 open
Hiring momentum
43 roles opened in the last 90 days
↑ up vs. the prior 90 days
Last confirmed on the employer's board
2026-10-23

Measured from postings appearing on and disappearing from Thatch's own greenhouse board since 2026-08-03. Full hiring picture for Thatch.

About this role

As the Operations Lead for Member Support at Thatch, you will oversee the daily operations of the support team, ensuring high-quality service for members, employers, and brokers. Your role involves coaching team members, implementing new support channels, managing escalations, and collaborating with other departments to improve customer experience. You will also be responsible for scaling support functions and maintaining a positive team culture during peak periods like Open Enrollment.

Our read on this posting2.2out of 5
benefits
1/5
freshness
1/5
career value
4/5
role clarity
5/5
pay transparency
0/5

Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Thatch as an employer.

What you need

  • Minimum 7 years of relevant experience, including 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 customer problems
  • Proven ability to deliver tailored coaching that closes performance gaps
  • Extreme detail-orientedness

Nice to have

  • Experience leading in a high-growth or startup environment
  • Experience supporting customers within the healthcare industry
  • Experience supporting multiple customer personas 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

What you get

  • Estimated Compensation Range: $115,000 — $130,000 USD

Worth weighing

  • Role involves a significant amount of frontline support work
  • High-volume seasonal support periods may lead to increased stress
  • No specific benefits or perks mentioned beyond salary

Summarised from Thatch's posting. Read the full original.

Listed by Thatch on their greenhouse job board, last confirmed open on 2026-10-23. PitchMeAI is not the employer.

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