Job Description
Role Summary
As the Team Lead/Assistant Manager – Global Benefits Support, you will oversee a team of regional Support Specialists and Senior Specialists across APAC, EMEA, and the Americas. You will be responsible for ensuring high-quality, consistent, and scalable customer service across time zones, maintaining operational excellence, and serving as the escalation point for complex benefit-related cases. This role combines people leadership, process improvement, benefits expertise, and cross-functional collaboration.
Key Responsibilities
Team Management
- Lead, coach, and support regional team members to ensure consistent performance across all time zones.
- Set team goals and KPIs (CSAT, SLA adherence, FRT, resolution times) and monitor weekly/monthly performance.
- Drive ongoing training and upskilling on benefits knowledge, systems, and customer service excellence.
Ready to Apply?
Take the next step in your AI career. Submit your application to Multiplier today.
Submit Application