Team Lead Benefits Operations

About Us

We are a global Employer of Record and HR platform, redefining how distributed teams access and manage employee benefits. Our solution brings together insurers, wellness providers, and brokers under one platform—delivering health, life, travel, and other benefits with unmatched simplicity and scalability. Our Benefits Support Team ensures that every employee and client gets timely, knowledgeable, and empathetic help when navigating their benefits.

Role Summary

As the team lead/Assitant manager of Global Benefits Support, you will oversee a team of regional Support specialists/ senior specialist, across APAC, EMEA, and the Americas. You will be responsible for ensuring high-quality, consistent, and scalable customer service across time zones, maintaining operational excellence, and acting as the escalation point for complex benefit-related cases. This role blends people management, process improvement, benefits subject-matter expertise, and cross-functional leadership.

Key Responsibilities

Team Management

• Lead, coach, and support regional team leads and ensure consistent team performance across all time zones.
• Set team goals, KPIs (CSAT, SLA adherence, FRT, resolution times), and track weekly/monthly performance.
• Facilitate ongoing upskilling and training on benefits knowledge, systems, and customer service excellence.
• Subject Matter Expertise
• Be the go-to expert on group benefits (health, life, travel, wellness), policy enrollment processes, and common claim-related issues.
• Review and interpret master policy documents to help guide your team on appropriate responses to client queries.
• Act as final escalation point for complex or sensitive customer issues, involving policy interpretation or cross-functional inputs.

Process & Quality Ownership

• Own the support processes, quality frameworks, internal SLAs, and ensure consistent documentation across teams.
• Partner with the Policy Ops and Product teams to triage common support themes and recommend product/process improvements.
• Maintain and evolve the support knowledge base, macros, and FAQ library for internal and customer use.

Cross-functional Collaboration

• Collaborate closely with the Benefits Operations, CX, and Product teams to improve support tooling, workflows, and escalation paths.
• Work with global insurer and broker partners to troubleshoot high-impact client cases and share structured feedback.

Reporting & Forecasting

• Provide regular reporting on ticket volumes, resolution rates, customer satisfaction, and other KPIs.
• Forecast support team capacity and hiring needs based on business growth.

Requirements

Qualifications

• 6 - 8 years of experience in customer service, benefits operations, or insurance service delivery.
• Minimum 1-2 years in a team manager or lead role managing global teams.
• Prior experience with a global insurance broker or PEO/EOR company is a strong plus.

Skills

• Strong understanding of group insurance and ability to comprehend and interpret master policy documents.
• Excellent written and verbal communication skills, especially for handling escalations.
• Empathetic leadership with the ability to coach and inspire a global team.
• Proficient in tools like Zendesk, Intercom, and Help Scout; good with dashboards and data reporting.
• Ability to work across time zones and support distributed teams.

Success in This Role Looks Like

• High team-wide CSAT and consistent SLA compliance across regions.
• Reduced escalation rate and faster resolution time for complex queries.
• Recognized as a subject-matter leader in benefits support across the organization.
• Structured knowledge base and SOPs enabling faster onboarding and query resolution.