Customer Experience Manager - Remote

Overview

As our first Customer Experience Manager, you'll play a pivotal role in shaping the post-sales experience for our customers, ensuring they are provided industry leading support. This position offers a unique opportunity to have a direct impact on scaling Thatch’s customer experience across various lines of business.

In Short

• 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.

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.

Benefits

• 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.
• Opportunity to directly impact customer experience.
• Work in a high-growth environment.
• Collaborate with a diverse team across various functions.