Thatch's mission is to build a healthcare system people love, and our employers and brokers expect a support experience that's fast, personal, and trustworthy at every touchpoint. The Employer Support team works directly with customer key stakeholders – C-level executives, HR admins, operations managers, and brokers – supporting them proactively with a consultation model, and reactively to solve their most complex issues, enabling them to offer wonderful health benefits to their employees.
As the manager overseeing the Employer Support team, you will set the standard for key stakeholder support at Thatch, partnering closely with the sales and go to market organisations, alongside the entire operations team. You will lead a high performing team, managing leads and specialists who are motivated by delivering a healthcare experience people love. And equally important, you will cultivate a customer first culture, with high accountability and a scale mentality by setting team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals.
- Lead and scale a rapidly growing support org, standing up new teams as the business demands
- Hire, coach, and grow a team of support specialists
- Bring seasoned judgment to setting operational strategy and metrics, and hold the business to clear accountability
- Work hand-in-hand with operations and cross-functional leaders to scale the business without eroding the customer experience
- Track and analyze how the team is performing, and report on it on a regular cadence
- Carry our values forward – acting as a champion for Thatch's customer-centric philosophy
- Strengthen the organization through management work: recruiting, training, drafting team policies, defining process, and other structural improvements
- 5+ years building and leading support teams in fast-changing environments
- Experience managing support managers, specialists, technical account managers, and/or premium support functions
- A strong collaborator with a demonstrated ability to navigate complex environments and build relationships that move things forward
- Proven ability to deliver complex operational projects spanning multiple stakeholders
- Excellent written and verbal communication
- Background in fintech, healthtech, or a comparable industry
- Strong AI fluency and an AI-first instinct – you've used AI tools to make operations more efficient, lift team output, or improve how customers experience support
- Comfortable zooming between the tactical and the strategic – as effective working alongside the team day-to-day as you are helping shape where it's headed
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with the hiring manager to work through a live case study
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Skills Required
- 5+ years building and leading support teams in fast-changing environments
- Experience managing support managers, support specialists, technical account managers, and/or premium support functions
- Strong collaboration skills and ability to navigate complex environments and build relationships
- Proven ability to deliver complex operational projects spanning multiple stakeholders
- Excellent written and verbal communication
- Background in fintech, healthtech, or a comparable industry
- Strong AI fluency and experience using AI tools to improve operations, team output, or customer support
- Ability to work tactically alongside teams while shaping strategic direction
Thatch (thatch.ai) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thatch (thatch.ai) and has not been reviewed or approved by Thatch (thatch.ai).
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Healthcare Strength — The company advertises exceptionally generous health coverage delivered through its own ICHRA-based platform and a curated marketplace. Partnerships and add-ons broaden access to services such as mental health, enhancing the perceived depth of coverage.
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Flexible Benefits — Benefits center on personalization, allowing employees to choose individual medical, dental, and vision plans and use remaining allowances via a spend card. Integrations and APIs aim to simplify administration while preserving choice.
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Leave & Time Off Breadth — Unlimited PTO alongside paid company holidays is highlighted as part of the total rewards package. This breadth of time off is positioned within a flexible, remote-first culture.
Thatch (thatch.ai) Insights
What We Do
Thatch is an all-in-one platform that makes it easy to offer your employees the most personalized healthcare experience. You decide what to spend, and your team gets great health benefits.
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