Job Description
Specialist - Benefits operations
Team: Benefits Support Location: Remot
eReports to: Benefits Operations Team leader/mg
r
About
UsWe are a global HR and Employer of Record platform simplifying employee benefits delivery for distributed teams. Our platform integrates with insurers, wellness providers, and brokers to offer health, life, travel, and other benefits. The Benefits Support Team ensures all client and employee queries are resolved accurately and promptly—making benefits easy to understand and us
e.
Role Summ
aryAs a Benefits Support Specialist, you will be the first line of support for clients and employees using our benefits platform. You will manage tickets and inquiries related to coverage details, claim submissions, policy status, document access, and platform usage. This is a customer-facing role that combines knowledge of insurance, empathy, and process fluen
cy.You should bring subject matter expertise in employee benefits and demonstrate the ability to interpret and comprehend master policy documents to resolve queries accurately and confident
ly.
Key Responsibili
- ties Frontline Customer Sup
- portRespond to client and employee queries on benefits coverage, enrollment status, claims process, and document access via email, chat, or support to
- ols.Educate users on how to use the platform to view benefits, add dependents, request top-ups, or download policy deta
- ils.Troubleshoot user-reported issues and coordinate with internal teams (Policy Ops, Product, Engineering) for resolut
- ion. Case Manage
- mentTrack support tickets using helpdesk tools (e.g., Zende
- sk).Categorize, escalate, and follow up on tickets based on defined S
- LAs.Maintain internal records of customer interactions, resolutions, and learni
- ngs. Benefits Knowledge & Guid
- anceOffer guidance on available plans (health, life, travel, wellness), eligibility, and usage scenar
- ios.Understand high-level coverage differences across plans and countr
- ies.Communicate claim timelines, exclusions, and key insurer proces
- ses.Interpret master policy documents and explain relevant coverage terms and procedures to clients and employ
- ees. Internal Collabora
- tionCoordinate with the Policy Operations team to verify enrollment or billing status before respond
- ing.Share user feedback with Product and CX teams for ongoing improveme
- nts.Help build and maintain internal knowledge bases and F
AQs.
Require
- ments Qualifica
- tionsBachelor’s degree in HR, Insurance, Communications, or any customer-focused discip
- line.2–8 years of experience in customer support or insurance/HR service desk r
- oles.Past experience with a global insurance broker company would be a big
plus.
- SkillsExcellent written and verbal communication skills (English and Spanish Language is a
- Must)Strong customer empathy and professionalism in handling sensitive qu
- eries.Working knowledge of group insurance terms, benefits structures, and policy document
- ation.Proficiency with support tools like Zendesk, Intercom, or HubSpot Se
- rvice.Ability to work in shift rotations for global coverage, if req
- uired.⭐ Bonus
- PointsPrior experience in an insurance TPA, HR SaaS company, or global EOR/PEO
- setup.Familiarity with wellness benefits, EAPs, or mental health se
- rvices.Experience working in SLAs and ticket-based support enviro
- nments.Success in This Role Lo
- oks LikeHigh CSAT (Customer Satisfaction) and low re-open rate on
- tickets.Adherence to first response and resoluti
- on SLAs.Consistent documentation of learnings for team knowled
- ge base.Recognized as a dependable source of benefits knowledge and
empathy.
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