Team Lead, Insurance Benefits

The Team Lead will support customer requests related to Justworks’ Ancillary benefits, ensuring the team is supported through ongoing training and assistance with complex issues. They will work closely with the Benefit Operations Manager to highlight trends and opportunities for process improvements. This position will be responsible for ensuring the day-to-day productivity and support of a number of different processes related to benefit operations. The Team Lead will work closely with Sales, Customer Support, Engineering, and Legal teams at Justworks. The ideal candidate will have a desire to help others, a curiosity to learn, and an interest in supporting and mentoring others.

Responsibilities

Support customer requests related to Justworks’ Ancillary benefits; Ensure the team is supported through ongoing training and assistance with complex issues; Work closely with the Benefit Operations Manager to highlight trends and opportunities for process improvements; Oversee day-to-day benefits operations; Lead recurring stand-ups; Assign and track ticket metrics and SLA adherence; Periodically check ticket responses to ensure continuity of processing; Answer/take on ad hoc emails and escalated tickets; Evaluate current processes and create new policies; Track and maintain external and internal partner SLAs; Monitor and report ticket statuses, SLA issues and KPIs; Resolve associate inquiries or escalations; Maintain and improve reference and training materials; Identify trends and provide additional training; Manage new hire onboarding and training schedules; Lead partner calls; Triage incoming issues/inquiries and escalate to Prod/Eng/Legal as needed; Develop coaching relationships with team members; Develop and maintain productive relationships with internal teams

Requirements

5 years experience in an operations role; Extremely detailed-oriented with great time management skills; Strong analytical, written and verbal communication skills; Experience working in a fast-paced, data-driven environment; Experience working cross-functionally; Experience in Partnership management; Experience with Jira and Confluence or similar software; Ability to work both independently and as a team; Advanced knowledge of life, disability, dental, or vision benefits required; Detail-oriented; Ethical practice; Clear communication; Analytical; Good judgment

Benefits

Great benefits; Wellness program offerings; Company retreats