Customer Experience Manager

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Requirements:

• 3-5 years of demonstrated success in customer support, account management, or similar operations roles, with substantial experience in the healthcare or insurance sectors.
• Experience scaling support teams and operations in an early stage, high-growth environment.
• Ability to hire, train, and coach a high-performance support team.
• Proven capability to manage competing customer priorities maintaining a high level of organization.
• Demonstrated passion for Thatch's mission.

Responsibilities:

• Help build a customer experience model across all types of customers including employers, employees, and brokers.
• Participate in developing both the long-term vision and strategy for the team and drive progress toward key metrics.
• Be accountable for customer support, managing day-to-day operations, and handling escalations.
• Effectively work cross-functionally across the organization, serving as an advocate for Thatch’s customers.
• Set the emotional pace for our customer support team to inspire and motivate on a daily basis. A relentlessly optimistic mindset.