Job Description: Manager of Customer Education & Support

Reports To: Director of Customer Education & Support

Company Overview

Benefitbay is a SaaS company providing a unique insurance platform where brokers, employers and employees can purchase and enroll in individual medical and ancillary products in an easy-to-use employee benefit process. Our platform also has the analysis and banking tools to accommodate employers who are utilizing Individual Coverage Health Reimbursement Arrangements to transition to a defined contribution benefit model.

Role Summary

The Manager of Customer Education & Support leads a team of Customer Education & Support Specialists, Customer Support Specialists and Benefits Data Specialists. This role ensures exceptional service delivery to employees, employers, and brokers by overseeing day-to-day operations, aligning resources, and driving continuous improvement in education, support, and issue resolution.

Two separate manager positions exist under this title, each with distinct focus areas:

• Manager A: Enrollment Education, General Support, & Employee-Facing Content
• Manager B: Transactions, Open Issues, & Medicare

Both positions share core leadership responsibilities, team management duties, and KPIs but differ in their primary functional oversight.

Key Responsibilities (All Managers)

• Lead, coach, and develop assigned team members to meet and exceed performance metrics.
• Maintain consistent communication with team members through meetings, 1:1 coaching, and training.
• Oversee day-to-day operations to ensure timely, accurate, and empathetic customer support.
• Manage escalated issues and coordinate resolution with internal teams.
• Own and optimize HubSpot support ticket workflows, routing, and escalation processes.
• Maintain and update internal and external educational content, including training materials, knowledge base articles, and process documentation.
• Prepare for and lead team through high-volume open enrollment seasons, ensuring adequate staffing and resource allocation.
• Collaborate cross-functionally with Product, Operations, and Broker teams to improve processes, tools, and the customer experience.
• Ensure compliance with insurance regulations and company policies.
• Foster a positive, accountable, and customer-first team culture.
• Identify and implement team growth and career development opportunities.
• Create and present monthly/quarterly performance reports to leadership.

Shared KPIs

• Customer Education Volume & Handling: Maintain staffing and processes to handle incoming calls, chats, emails and support and enrollment meetings with minimal delay.
• Missed Calls: Keep missed call percentage under the set threshold by monitoring coverage and call routing.
• Response Times: Ensure all inbound chats/emails are responded to within SLA guidelines.
• Ticket Closure Turnaround: Achieve target resolution times for all customer support tickets.
• Customer Satisfaction: Maintain or exceed satisfaction score benchmarks from post-interaction surveys.
• Keep open issues below set threshold

Additional Responsibilities (Manager B: Benefits Data & Medicare Focus)

• Lead, coach, and develop Benefits Data Specialists.
• Oversee transactions, payment discrepancies, and issue resolution related to individual health and Medicare enrollments.
• Monitor and reconcile Medicare-related processes in partnership with third-party enrollment vendors.
• Act as primary point of contact for escalations related to Medicare and benefits data issues.

Qualifications

• Active Health & Life Insurance License.
• 2+ years of leadership experience in a health insurance, benefits administration, or related customer support setting.
• Experience managing distributed and/or remote teams.
• Strong understanding of health insurance (ICHRA and/or Medicare preferred).
• Excellent communication and coaching skills.
• Data-driven mindset with ability to analyze performance metrics and implement improvements.
• Proficiency with CRM and support platforms (HubSpot experience preferred).
• Strong organizational and project management skills.

Location

Kansas City is preferred - hybrid or remote optional

Travel

Approximately 2 weeks of travel annually for team events, training, or conferences; additional travel may be required.