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’ MDV benefits, ensuring the team is supported through ongoing training and assistance with complex issues. They will work closely with the Insurance 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 insurance 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 communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
• Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.

Qualifications

• 5 years experience in an operations role
• Extremely detailed-oriented with great time management skills
• Strong analytical, written and verbal communication skills
• Experience working in a fast-paced, data-driven environment
• Experience working cross-functionally
• Experience in Partnership management
• Experience with Jira and Confluence or similar software
• Ability to work both independently and as a team

Advanced knowledge of Health Insurance benefits required

The base wage range for this position based in our New York City Office is targeted at $97,000.00 to $106,700.00 per year.

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