Thatch
7 days ago
Operations Lead (Member Support)
Onsite · Austin, Texas, United States Austin, Texas, United States
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AI TL;DR
You will lead the support team at Thatch, ensuring excellent service for members, employers, and brokers. This role involves coaching specialists and scaling support operations during peak periods.
AI match
Solid listing · 60/100 against the market band on this page.
Interview prep for this job
- What would you ship in the first month as Operations Lead (Member Support) at Thatch?
- Which tradeoff in the description would you ask about first?
- How do you explain a production incident to this team?
- What would you measure in the first two weeks?
- Which part of your last project maps to this stack?
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Job description
You will lead the support team at Thatch, ensuring excellent service for members, employers, and brokers. This role involves coaching specialists and scaling support operations during peak periods.
Details
- Austin, Texas, United States, work from office
- $115,000—$130,000 USD
- Minimum 7 years of relevant experience, including 3+ years as a people manager
- Minimum 3 years in a customer-facing support role
The work
- Oversee daily operation of the support queue across channels
- Stand up new support models and drive efficiency through automation
- Coach and develop team specialists, providing feedback on performance
- Partner with teams to address customer pain points and improve product experience