Fulfillment Leads

Pay: $27/hr - weekly pay on W2

Start Date: September 9

About The Role

The CX Team Lead – Benefit Services is responsible for providing day-to-day leadership, coaching, and operational oversight for a team of 10–15 employees. This role plays a critical part in ensuring the team delivers a consistent, high-quality customer experience while meeting established performance standards, KPIs, and SLAs. The CX Team Lead serves as a trusted leader, coach, and subject matter expert, providing employees with the guidance and support needed to successfully perform their roles. This position monitors team and individual performance, addresses operational and employee concerns, supports escalations, and partners closely with the Program Manager to drive team effectiveness and service delivery.

Responsibilities

• Lead, support, and develop a team of 10–15 employees within Benefit Services.
• Provide consistent leadership, direction, and support to promote a high-performing and engaged team environment.
• Oversee day-to-day attendance, schedule adherence, productivity, and employee performance.
• Conduct regular one-on-one meetings with team members to discuss performance, progress, accomplishments, and barriers to success.
• Provide ongoing coaching, feedback, recognition, and performance management.
• Identify performance trends and proactively address opportunities or concerns through appropriate coaching and action plans.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
• Monitor team and individual performance against established KPIs, SLAs, quality standards, and operational goals.
• Ensure daily business operations are executed accurately, efficiently, and in accordance with established processes and procedures.
• Identify performance risks and take timely action to address gaps and maintain service-level expectations.
• Analyze team performance data and use insights to identify trends, opportunities, and areas for improvement.
• Partner with program leadership to support initiatives designed to improve operational efficiency, quality, and the customer experience.
• Develop and maintain strong knowledge of Benefit Services processes, systems, procedures, and daily core responsibilities.
• Serve as a subject matter expert and resource for team members, providing guidance and problem-solving support as questions or complex situations arise.
• Assist employees with escalated issues and determine appropriate solutions while ensuring adherence to established processes and guidelines.
• Identify recurring issues and opportunities for process improvement and communicate recommendations to program leadership.
• Escalate significant employee, customer, operational, or performance concerns to the Program Manager in a timely manner.
• Maintain clear and consistent communication with team members regarding performance expectations, business priorities, process updates, and organizational goals.
• Partner closely with the Program Manager to communicate team performance, emerging trends, operational challenges, and areas requiring additional support.
• Provide timely and accurate updates on team performance, attendance, KPI/SLA attainment, and significant escalations.
• Collaborate with internal partners to support effective resolution of issues and maintain a positive customer and employee experience.

Requirements

• Minimum of 2 years of experience in a supervisory, team lead, or people-management role.
• Demonstrated experience working with MacBook computers and the macOS operating system.
• Demonstrated experience coaching and developing employees and managing individual performance.
• Experience leading teams in a performance-driven environment with established KPIs and SLAs.
• Strong ability to analyze performance metrics and translate results into actionable coaching and performance strategies.
• Demonstrated ability to manage competing priorities and make sound decisions in a fast-paced operational environment.
• Strong communication, interpersonal, coaching, and conflict-resolution skills.
• Ability to effectively address performance concerns and provide clear, constructive feedback.
• Strong problem-solving skills and the ability to support employees through complex issues and escalations.
• Ability to quickly develop and maintain subject matter expertise in Benefit Services processes and operations.

Preferred Qualifications

• Experience in healthcare benefits, health insurance, benefits administration, or a related healthcare benefits environment.
• Experience in customer experience, customer service, benefits administration, or a related service-oriented environment.
• Experience leading teams of 10 or more employees.
• Experience working within a KPI- and SLA-driven operating model.
• Experience managing customer or operational escalations.
• Experience identifying and implementing process improvements.
• Familiarity with performance management practices, workforce management, and operational reporting.

Skills

The successful candidate will demonstrate:

• People Leadership: Builds trust, develops employees, and creates accountability for results.
• Customer Focus: Keeps the customer experience at the center of operational decisions and team priorities.
• Operational Excellence: Consistently drives performance, quality, efficiency, and adherence to service expectations.
• Coaching & Development: Provides meaningful, timely feedback that helps employees improve and succeed.
• Problem Solving: Approaches challenges with sound judgment and identifies practical, sustainable solutions.
• Communication: Communicates clearly and effectively with employees, peers, and program leadership.
• Accountability: Takes ownership of team performance and proactively addresses risks and performance gaps.
• Adaptability: Responds effectively to changing priorities, business needs, and operational demands.

What Success Looks Like

Success in this role is demonstrated by a well-supported, engaged, and accountable team that consistently meets or exceeds performance expectations. The CX Team Lead effectively balances people leadership with operational execution, ensures KPI and SLA commitments are maintained, provides timely coaching and support, and serves as a knowledgeable resource for employees and program leadership. The ideal candidate is a hands-on, solutions-oriented leader who understands the importance of both people and performance and is committed to delivering an exceptional customer experience through strong team leadership and operational excellence.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and access to a certified Career Coach.