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 Member Servicing at Thatch Health Inc., you will be the operational and cultural backbone of the team responsible for delivering seamless member support and ensuring a best-in-class healthcare experience. This role is central to Thatch’s mission of building a healthcare system people love by owning frontline member support and driving operational excellence.
- • Day to day, you will oversee the daily execution of member support queues and processing tasks, manage team scheduling for adequate coverage during business hours and peak volumes, run 1:1s and deliver feedback to coach specialists, perform routine QA checks on AI- and human-driven support, lead hiring and onboarding efforts for new team members, collaborate cross-functionally with Product, Engineering, and Customer Success, and cultivate a positive, motivating team culture rooted in Thatch values.
- • Thatch is a fully distributed early-stage company using technology to transform healthcare in America. The team is described as happy, friendly, and high-velocity, operating with integrity, talent, and drive. Member Servicing owns frontline member support and is central to delivering a seamless experience that aligns with the company’s mission.
- • In this role, you will learn to scale operations for hypergrowth, refine processes and workflows to keep pace with rapid member growth without sacrificing quality, develop leadership and coaching skills in a fast-paced startup environment, and deepen your expertise in healthcare support operations while contributing to a mission-driven organization focused on improving member outcomes.
🎯 Requirements
- • Minimum 7 years of experience in a customer-facing support role supporting a complex health, insurance, or benefits tech product, with at least 2 years in a leadership role such as a manager or team lead
- • Experience managing high volume, seasonal support queues with live phone and email channels
- • Proven ability to deliver tailored coaching that drives individual and team growth and foster a culture of accountability
- • Extreme detail-orientedness — no minor change, inconsistency, or error gets past you
- • 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 be the operational and cultural backbone of a mission-driven team transforming healthcare in America
- • Chance to scale member servicing operations for hypergrowth while maintaining quality and member experience
- • Ability to coach and mentor specialists, hire and onboard new team members, and shape team culture and development
- • Collaboration across Product, Engineering, and Customer Success to solve member issues and advocate for member needs
- • Work in a fully distributed, happy, friendly, and high-velocity early-stage company with strong operating principles
- • Direct connection to frontline member needs through owning escalations and jumping into team queues
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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