Client Service Team Manager

About Effortless Admin

Effortless Admin is a fully web-based, multi-carrier, software solution that provides employers an effortless way of managing employee benefits. Our goal is to provide the best benefits administration experience to employers and their employees, empower advisors, and ultimately bring everyone together to work as effectively as possible. As an expanding organization, we're seeking motivated leaders who want to join us on our growth trajectory.

Why This Role Is Critical To Our Success

The Client Service Team Manager plays a pivotal role in our organization by leading our client-facing service teams that are the backbone of our customer experience. You'll oversee a team of specialists who support our clients in utilizing our industry-leading benefits administration platform. We're looking for a service-oriented leader with Canadian benefits administration experience who can drive team performance while maintaining our high standards of customer satisfaction. You'll collaborate closely with our development team to ensure our software continues to meet and exceed client expectations.

This is a full-time permanent position with a competitive compensation and benefits package. This position is in-person, on-site in Edmonton, AB.

Key Responsibilities

• Lead, mentor, and develop a team of Group Benefits Specialists who support plan sponsors and members
• Establish and maintain service level standards, ensuring exceptional customer support via live chat, email, and phone
• Collaborate with the development team to provide service team insights for product improvements and refinements
• Implement training programs to ensure team members remain current on product features and benefits administration best practices
• Monitor team workload and performance metrics, making adjustments as needed to optimize efficiency
• Identify trends in client inquiries and issues to proactively address recurring challenges
• Serve as an escalation point for complex client situations, demonstrating advanced problem-solving skills
• Create and maintain documentation of service procedures and best practices
• Regularly report on team performance and client satisfaction metrics to senior leadership

Qualifications

• 3+ years of leadership experience in a client service environment
• Canadian benefits administration experience
  
• Minimum Bachelor's degree (or equivalent) in Business Admin or related field preferred
• GBA Designation preferred
• Proven track record of building and leading high-performing teams
• Excellent verbal and written communication skills
• Strong organizational and project management abilities
• Ability to analyze service data and implement improvements based on findings
• Bilingual in English and French is an asset but not required

What We Offer

• The opportunity to shape the service experience for Canada's top benefits administration technology provider
• Leadership role in a growing, innovative company that values employee development
• Collaboration with industry experts and our cutting-edge development team
• Competitive salary, comprehensive benefits package, and performance incentives
• Professional development opportunities and leadership training
• A flexible company culture that celebrates success and values work-life balance
• The chance to make a significant impact on our business growth and customer satisfaction

If you're passionate about client service excellence, have a deep understanding of the Canadian benefits industry, and thrive in a leadership role, we want to hear from you. Please submit your resume and cover letter detailing your experience in team management and benefits administration.

Effortless Admin is committed to building diverse teams and an inclusive workplace. We encourage applications from all qualified candidates.