Manager, Customer Benefits Support

TL;DR

Manager, Customer Benefits Support (HRTech): Lead a team of specialists handling high-volume inbound benefits inquiries across channels with an accent on maintaining quality, speed, and customer satisfaction during company growth. Focus on strategic planning, cross-functional collaboration with benefits and insurance teams, and data-driven improvements to products and processes.

Location: New York City (Hybrid, based in NYC office)

Salary: $120,000–$132,000 per year

Company

hirify.global is a PEO platform enabling businesses to manage HR, payroll, and benefits efficiently.

What you will do

• Lead Customer Support Benefits Specialists assisting with inbound inquiries across multiple channels.
• Contribute to strategic planning and roadmap for Customer Success, aligning with company growth.
• Build cross-functional relationships with Risk & Insurance, Benefits, Account Development, and Revenue teams.
• Conduct quarterly root cause analysis on benefits trends and present to senior leadership.
• Recommend data-backed improvements to benefits products, features, and processes.
• Own team metrics like response time, productivity, CSAT, QA, and utilization; handle onboarding and performance reviews.

Requirements

• 3+ years managing customer service team, preferably in health insurance or employee benefits
• Expert knowledge of health insurance and financial benefits landscape in PEO/non-PEO products
• Advanced mentoring, coaching, and change management skills
• Proficiency with CRM and customer service platforms
• Strong written/verbal communication and ability to simplify complex topics
• Experience identifying service trends and driving resolutions

Nice to have

• Participation in Health Insurance Renewals program
• Experience with AI and automation tools

Culture & Benefits

• Welcoming, casual environment with wellness programs, retreats, and learning opportunities
• Data-driven, iterative culture focused on people and shared values
• Comprehensive total rewards including perks detailed in company philosophy
• Support for diversity, equity, inclusion, and accommodations
• 24/7 customer support team structure