Operations Lead

About this role

As Support Lead, you'll own daily execution of our support function across members, employers, and brokers, and the long game of scaling it. You'll coach and develop a team of specialists, stand up new support channels, and prepare the team for Open Enrollment, our highest-stakes period of the year. You'll be the operational and cultural backbone of the team: managing escalations, jumping into the queue when it counts, partnering across the company to fix the upstream issues that drive support volume, and building an uplifting team culture. This is a role for leaders who find genuine satisfaction in frontline support, coaching people into their next chapter, and the gritty, behind-the-scenes work required to deliver a best-in-class support experience at scale. Thatch is rewiring how health benefits work. The mission at Thatch is to build a healthcare system people love.