Senior Manager, Client Service

Rise to the challenge

Rise is Canada's complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

At Rise, we're changing how work happens and how people work. We'd love for you to join us and experience the most positive, challenging, and transformative part of your career.

About the role

As the Senior Manager, Client Service (Group Benefits), you'll own and elevate the end-to-end journey for our advisor community, their clients, and plan members on Rise Health. You'll design and refine processes that make every interaction—from onboarding to ongoing service—feel seamless, responsive, and easy. 

You'll lead a high-performing client-facing team, handle complex escalations, and partner closely with sales and R&D to ensure our service experience keeps pace with our product innovation and growth.

The day-to-day

• Own and optimize the customer journey for advisors, clients, and plan members from onboarding through ongoing service interactions.

• Design, document, and continuously improve CX processes, deliverables, and playbooks that delight customers and reduce friction. 

• Lead, coach, and develop a team of customer experience professionals, setting clear expectations and supporting their growth.

• Act as the primary point of contact for escalated issues, ensuring timely, professional, and empathetic resolution.

• Track and report on key CX metrics (e.g., response times, satisfaction, NPS) and use insights to guide improvements.

• Partner with sales, R&D, and other internal teams to ensure a consistent, high-quality experience across the full customer lifecycle.

• Capture and share customer feedback to inform product, process, and service enhancements. 

About you

• 5+ years of experience in group benefits, insurance, or a related field, ideally within a TPA environment.

• Strong people leader with experience managing and developing customer-facing teams.

• Detail-oriented with excellent written and verbal communication skills; able to make complex benefits concepts simple and clear.

• Deep understanding of customer experience best practices in benefits delivery, including how to prioritize processes, SLAs, and deliverables.

• Proven track record managing escalations and turning challenging situations into positive outcomes.

• Comfortable working cross-functionally with sales, product, and operations in a high-growth, fast-moving environment. 

• Data-informed and organized, with the ability to define, track, and act on customer experience metrics.

• Self-motivated, entrepreneurial, and comfortable with ambiguity and change.

• Bonus: GBA, CEBS, or LLQP designation.

What Rise offers

• Rise is all about creating a positive company culture, both for our clients and our employees. We believe that happiness isn't the cause of employee engagement, it's the result.

• This position offers $70-90k in base salary, based on experience, plus variable performance pay, plus stock options.

• We offer a remote work environment. On occasion, we may meet as a team or one-on-one in person.

• Rise believes that time off is just as important as time spent working. We offer 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary. 

• We support your growth with a personal $1,000 learning and development budget to take courses, attend conferences, webinars, you name it

• We offer no-wait benefits. This means that starting your first day, you have access to our comprehensive benefits package, which includes dental, eye care, and $2,000 in counselling coverage, among many other great health benefits.

At Rise, we care more about where you're headed, not where you've been. We encourage people of all ages, backgrounds, identities, and orientations to apply.