Team Lead, Insurance Benefits

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are Are you focused and committed to helping people? Do you love to problem solve issues for customers? How would you like to be part of a fast growing team with the ability to learn and develop new skills?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. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Read more here . Your Success Profile What You Will Work On Day to day Partnerships work: Oversee day-to-day team benefits operations including: Leading recurring stand-ups Assigning out and tracking incoming and outgoing ticket metrics and SLA adherence Periodically checking ticket responses to ensure continuity of processing Answering/taking on ad hoc emails and escalated tickets as needed Consistently evaluate current processes and create new policies surrounding servicing guidelines Track and maintain external and internal partner SLAs Ownership over internal tickets and emails Monitor and report ticket statuses, SLA issues and other KPIs on a weekly, monthly and quarterly basis Resolve associate inquiries or escalations for ticket and email-based responsibilities Ownership over team members Learning and Development Maintaining and improving reference and training materials Identifying trends and providing additional training when necessary Manage new hire onboarding and training schedules Lead partner calls including relaying weekly operational issues, feedback, and questions Other internal team interactions: Triage incoming issues/inquiries to identify need for Prod/Eng/Legal intervention and escalate accordingly Develop creative solutions for new issues using available resources and systems Develop coaching relationships with team members through regular check-ins Develop and maintain productive and collaborative relationships with internal teams like CSO or Sales How You Will Do Your Work As a Team Lead, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following: Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation. Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices. Clear commu…