Team lead - Benefits Support

Role Summary
As the  Team Lead/Assistant Manager – Global Benefits Support , you will oversee a team of regional Support Specialists and Senior Specialists across APAC, EMEA, and the Americas. You will be responsible for ensuring high-quality, consistent, and scalable customer service across time zones, maintaining operational excellence, and serving as the escalation point for complex benefit-related cases. This role combines people leadership, process improvement, benefits expertise, and cross-functional collaboration.

Key Responsibilities
Team Management
Lead, coach, and support regional team members to ensure consistent performance across all time zones.
Set team goals and KPIs (CSAT, SLA adherence, FRT, resolution times) and monitor weekly/monthly performance.
Drive ongoing training and upskilling on benefits knowledge, systems, and customer service excellence.
Subject Matter Expertise
Serve as the primary expert on group benefits (health, life, travel, wellness), enrollment processes, and common claim-related issues.
Review and interpret master policy documents to guide your team in responding accurately to client queries.
Act as the final escalation point for complex or sensitive issues requiring policy or cross-functional insights.
Process & Quality Ownership
Own support processes, quality frameworks, and internal SLAs, ensuring consistent documentation across regions.
Partner with Policy Ops and Product teams to identify recurring issues and recommend product and process improvements.
Maintain and enhance the support knowledge base, macros, and FAQ library for internal and external use.
Cross-functional Collaboration
Work closely with Benefits Operations, CX, and Product teams to improve tooling, workflows, and escalation paths.
Collaborate with global insurer and broker partners to resolve high-impact client cases and provide structured feedback.
Reporting & Forecasting
Provide regular reporting on ticket volumes, resolution metrics, customer satisfaction, and other KPIs.
Forecast support capacity and hiring needs in alignment with business growth.
Requirements
Qualifications
6–8 years of experience in customer service, benefits operations, or insurance service delivery.
Minimum 1–2 years of experience in a team lead or managerial role, preferably leading global teams.
Prior experience with a global insurance broker or PEO/EOR company is a strong advantage.
Skills
Strong understanding of group insurance and the ability to interpret master policy documents.
Excellent written and verbal communication skills, especially for handling escalations.
Empathetic leadership with the ability to coach, motivate, and inspire a global team.
Proficiency with tools like Zendesk, Intercom, and Help Scout; strong ability to work with dashboards and data.
Comfortable working across time zones and supporting distributed teams.
Success in This Role Looks Like
High CSAT scores and consistent SLA adherence across all regions.
Reduced escalation rates and faster resolution times for complex queries.
Recognition as a subject-matter expert in benefits support within the organization.
Well-structured knowledge bases and SOPs that enable faster onboarding and issue resolution.