Customer Experience Manager
About the role
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.
We are looking for individuals who have demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated customer issues with limited oversight. Ideal candidates will have experience scaling a support team, superior communication skills, and a knack for understanding unique customer needs.
What you'll do
- 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.
Background we're looking for
- 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.
Experience we’d be particularly excited about
- Prior experience at a growth stage software/healthcare company.
- Experience handling high volume periods of support such as Open Enrollment.
- Low ego. You are unafraid to get your hands dirty and balance taking on support tickets with your daily responsibilities.
What to expect
Our interview process is rigorous and reflects our emphasis on integrity, talent, and drive. From day one, we place trust in our team members, indicative of our confidence in our selection process. Here's what to expect:
- 30 minute Zoom meeting to talk about Thatch, your background, and answer any questions about the role.
- 30-45 minute Zoom meeting to hear more about your experience and how you'd approach working in the role.
- Three 30 minute zooms with additional Thatch teammates to access your skill sets.
- 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles.
- Final 30 minute call to answer any outstanding questions.
About Thatch
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.
Apply for this job
*
indicates a required field