Senior Benefits Customer Experience Specialist

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