Job Overview
Location
Austin, Texas, United States; Remote (US)
Job Type
Full-time
Category
Operations
Date Posted
May 9, 2026
Full Job Description
đź“‹ Description
- • As Operations Lead for Employer Servicing at Thatch Health Inc., you will serve as the operational and cultural backbone of the team, ensuring employers receive seamless support while driving measurable improvements in service quality and team performance.
- • Day to day, you will oversee the execution of employer support queues, manage team scheduling for coverage during peak periods, conduct 1:1s and coaching sessions, lead quality assurance checks on support interactions, refine processes for scalability, hire and onboard new team members, collaborate cross-functionally with Product, Engineering, and Customer Success, and maintain team documentation and self-service resources.
- • Thatch Health Inc. is a fully distributed, early-stage company using technology to transform healthcare in America, operating with a happy, friendly, high-velocity culture rooted in integrity and mission-driven work.
- • In this role, you will develop leadership expertise in high-growth environments, deepen your impact in healthcare operations, refine coaching and process optimization skills, and contribute directly to building a best-in-class employer experience that aligns with Thatch’s mission.
🎯 Requirements
- • Minimum 7 years of experience in a customer-facing support or customer success role supporting a complex health, insurance, or benefits tech product
- • At least 2 years in a leadership role such as manager or team lead
- • Proven ability to deliver tailored coaching that drives individual and team growth
- • Extreme detail-orientedness with a track record of catching minor inconsistencies or errors
- • Comfort leading teams through fast-paced change with a relentlessly optimistic mindset
- • Demonstrated passion for Thatch’s mission of building a healthcare system people love
🏖️ Benefits
- • Opportunity to work with a happy, friendly, high-velocity team at an early-stage company transforming healthcare
- • Fully distributed (remote-first) work environment with flexibility across the United States
- • Chance to own escalations and stay connected to frontline customer needs
- • Support for professional growth through mentorship, hiring, and process innovation responsibilities
- • Exposure to cross-functional collaboration with Product, Engineering, and Customer Success teams
- • Involvement in shaping team culture and documentation that drives consistency and clarity
Skills & Technologies
About Thatch Health Inc.
Thatch Health operates a consumer health-benefits platform that enables employers to give employees a debit card and app for paying medical expenses. Funds are sourced from pre-tax HSA/FSA dollars or employer-funded stipends; the card automatically approves eligible providers and items. Users track spending, submit receipts, and access telehealth through the app, while employers see aggregate analytics and reduce payroll taxes. The company partners with banks and payment networks to issue FDIC-insured accounts and complies with IRS regulations for healthcare benefit administration.
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