Senior Benefits Customer Experience Specialist

Job Summary

Acting as the primary subject matter expert for Benefits, the full-time remote Senior Benefits Customer Experience Specialist will provide operational and product support, manage complex customer escalations, and coach Customer Experience Specialists to ensure high-quality customer outcomes.

Key responsibilities

• Own and coordinate the resolution of complex Benefits escalations from customer-facing teams
• Provide expert guidance and coaching to Customer Experience Specialists to enhance their ability to resolve inquiries
• Collaborate with cross-functional teams to investigate issues and drive timely customer resolutions

Required qualifications

• Strong experience in Benefits products, benefits administration, or customer operations within an HRIS, Payroll, or SaaS environment
• Demonstrated expertise in Benefits processes and customer support best practices
• Proven experience managing complex customer escalations and collaborating with cross-functional teams
• Experience conducting quality assurance reviews and providing coaching to improve team performance
• Strong organizational skills with the ability to manage multiple complex cases simultaneously