Manager, Customer Benefits Support
Skills
- Expert knowledge of health insurance and financial benefits landscapes
- Advanced mentoring and coaching skills
- Proficiency with CRM and customer communication platforms
- Strong analytical skills to identify service trends
- Excellent written and verbal communication
- Ability to learn and simplify complex products
- Creative problem-solving and workload prioritization
- Leadership through effective change management
Responsibilities
- Lead a team of Customer Support Benefits Specialists across multiple channels
- Collaborate cross-functionally with Risk & Insurance, Account Development, Retention, and other teams
- Create quarterly root cause analysis reports on Benefits trends for senior leadership
- Recommend improvements to Benefits products and processes using data insights
- Participate in the Health Insurance Renewals program representing Customer Support
- Resolve critical customer issues, turning negative experiences into positive outcomes
- Help develop and implement Benefits Specialist training and certification
- Set clear expectations for customer satisfaction and own key team performance metrics
- Work with Talent Acquisition and Training on onboarding and ramping new employees
- Manage team meetings, one-on-ones, performance reviews, and reporting
Education
- Bachelor's degree or equivalent work experience
Benefits
- Welcoming and casual work environment
- Wellness program offerings
- Company retreats
- Opportunities to learn from startup community leaders
- Comprehensive total rewards philosophy
Average salary estimate
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