Client Support Team Lead (Internal Only)*Internal candidates only* About Employee Navigator Employee Navigator is a rapidly growing and highly profitable $100M ARR SaaS insurance & HR technology company that works with the nation's leading insurance carriers, payroll companies & insurance brokers. Over the last three years we have successfully raised over $100M in equity and debt financing and provided substantial liquidity to our shareholders and employees. With over 300 employees across six offices, our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Following our recent acquisition of Enrollease, Inc. (known as Ease in the industry), Employee Navigator is now the leading benefits administration and HR platform in the US for insurance brokers, serving more than 4,000 brokers, over 175,000 companies and more than 14 million employees.
We've been named one of the Washington Post's Top Workplaces six years running…. including during the pandemic! Come join us and help us continue the tradition as well as start new ones!
About the Role The Client Support Team Lead will deliver a world-class experience to our customers. The Client Support team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help them become Employee Navigator experts. The ideal candidate will be a critical thinker who consistently seeks to improve their own knowledge base, strives for perfection and is looking for a long-term place to grow their career. As a Team Lead, you will coach a team of up to four Client Software Specialists in resolving some of the more complex issues based on your expertise with Employee Navigator's platform.
Here's what you'll do day-to-day: Act as a player-coach through being both Team Lead and SpecialistExpand your knowledge and expertiseProvide visibility to the team of company and department actionsServe as the initial point of escalation from team members for assistance resolving issuesConduct monthly 1:1s with team members to discuss issues impacting the day-to-day operations and provide domain (insurance and application) coachingAct as an advocate for your team members by making sure management is aware of issues impacting their ability to do the jobMentor the employees on the hard skills to help them along the path to become self-sufficientUse interaction with your team to better plan for your team's trainingField urgent inquiries from team membersSubmit monthly recommendations/updates to the Training teamProvide recommendation for updates to KB articlesProactively monitor Zendesk and RingCentral queues to ensure timely responses to client inquiriesQualifications:
At least 2 years of experience working in a consultative-support role helping clients resolve complex problems by understanding what they are wanting to achieve before providing a solutionMinimum of 18 months of experience working with the Employee Navigator softwareAt least 6 months in assisting staff through the Mentors queueSuccessful completion of the Benefits Certification coursePossess excellent organizational skills and attention to detailHas a keen sense of ownership and drive without being told what to doPossess excellent analytical and problem-solving skills and advanced written and verbal communication skillsYou come prepared for meetings by asking questions and sharing ideasConsistently escalates only after fully researching and providing required informationPossess superior skills regarding the interaction with our clients and staff, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousExpertly address challenging questions while providing answers that are quick and easy to understandDemonstrates humility by seeking assistance when they are unsure about an answerConsistently seeks to improve their own knowledge, the client's knowledge, and the product itselfIs a motivated problem solver who can accurately document and communicate issuesSkilled in writing detailed documentation
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