Customer Support Team Lead - Benefit Administration

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

Customer Support Team Lead

Job Summary:

Customer Support Team Lead is responsible for assisting the Customer Support Team Manager in maintaining the daily activities, ensuring efficient processes and provide leadership to a team of Customer Support Representatives.

Core Job Duties:

• Will act as first line of contact assisting Customer Support Representatives to resolve daily issues
• Assist in researching discrepancies, reporting between systems, completing adjustments, and resolves inaccuracies
• Assist in managing escalated issues; while keeping the manager informed throughout entire process
• Build strong customer relationships
• Adheres to company and departmental policies.
• Will act as a mentor to Customer Support Representatives
• Will run the dashboard for non-assigned clients
• Monitor phone queue and email boxes
• Other projects as required

Minimum Qualifications:

• Demonstrated strong technical aptitude and capabilities
• Excellent written and verbal communication skills, including fluency in English
• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated passion for delivering an outstanding customer experience
• Strong leadership and interpersonal skills, flexibility, and customer service oriented.
• Possess strong communication skills to include written, verbal, listening, and basic instructional skills.
• High-level attention to detail.
• Ability to work independently and in a team environment.

Education and Experience:

• At least 3-5 years in a related role with customer facing responsibilities preferred
• Preferred previous experience and knowledge in dealing with Benefit Administration (i.e., COBRA, FSA, HRA, and HSA).
• Two-year degree or equivalent education and business experience preferred
• Software experience, preferably in a SaaS environment.
• A strong product, service and technical background is required and experience in supporting Benefit Administration services including COBRA and Flexible Benefit Plan Administration preferred.
• Industry experience

isolved offers competitive total rewards including health & welfare benefits, career development and advancement opportunities, 401k match, annual merit and pay for performance bonus eligibility and a flexible, safe work environment.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

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