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Justworks is seeking a Team Lead for Insurance Benefits to oversee day-to-day operations of the ancillary benefits team. This role bridges customer support, product, and internal operations, managing a team focused on benefits administration and customer success.
Key responsibilities include:
**Team & Operations Management:**
- Lead recurring stand-ups and manage team productivity
- Assign and track incoming/outgoing tickets, monitor SLA adherence
- Review ticket responses for quality and continuity
- Handle escalated tickets and ad hoc customer inquiries
- Monitor and report on ticket statuses, SLA issues, and KPIs weekly, monthly, and quarterly
**Process & Partner Management:**
- Evaluate current processes and develop new servicing policies
- Track and maintain external and internal partner SLAs
- Lead partner calls to relay operational issues, feedback, and questions
- Develop creative solutions for new issues using available resources
**Learning & Development:**
- Maintain and improve training materials and reference documentation
- Identify trends and provide targeted training to team members
- Manage new hire onboarding and training schedules
- Develop coaching relationships through regular check-ins
**Cross-functional Collaboration:**
- Triage issues requiring Product, Engineering, or Legal intervention
- Build productive relationships with Sales, Customer Support, and other internal teams
- Communicate complex benefits operations issues across the organization
The ideal candidate is detail-oriented, ethical, communicative, and analytical. You should have a genuine desire to help others, curiosity to learn, and a passion for mentoring and supporting team members. Experience in benefits administration, customer operations, or similar team leadership roles is valuable.
