Overview:
Alera Group is looking for a Client Success Specialist, Team Leader (bswift). We are seeking highly motivated colleagues who bring experience and enthusiasm to our team – joining us may be the perfect fit for you!
Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients’ success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
The Client Success Specialist (CSS) Team Lead, bswift, oversees the daily operations of the Client Success Specialists (CSS) while providing direct client support and issue resolution. Acting as the primary escalation point for complex client inquiries, this role ensures timely and effective resolutions. The Team Lead also plays a critical mentorship role, assisting in training, process improvements, and quality control to enhance the overall client experience. Additionally, this role serves as an advocate for the culture, vision, and values of the organization.
Working closely with the Client Success Manager (CSM), the CSS Team Lead ensures alignment with service expectations, workload distribution, and continuous improvements in client support processes. While leading the team, this role also actively participates in client support and case resolution as needed, ensuring high-quality service delivery. Strong leadership, problem-solving, and communication skills are essential for success in this role.

Responsibilities:

• Team Leadership: Lead and mentor a high-performing team, driving accountability, engagement, and continuous development through coaching, training, and performance reviews.
• Client Support Oversight: Serve as the primary escalation point for complex client issues, ensuring timely resolution and high-quality support from the CSS team.
• bswift Expertise & Training: Oversee onboarding and ongoing training for the team, HR administrators, and brokers on bswift functionality, troubleshooting, and support best practices.
• Case Management & Quality Assurance: Monitor case metrics and review team work to ensure accuracy, compliance, and adherence to SLAs and service standards.
• Process Improvement: Identify opportunities to streamline workflows and implement automation solutions that improve efficiency and scalability.
• Cross-Team Collaboration: Maintain strong communication with CSMs and internal teams to align on goals, share updates, and proactively address client needs.
• Documentation & Compliance: Ensure accurate and up-to-date documentation of support activities, troubleshooting steps, and policy changes.

Qualifications:

• Bachelor’s degree in Business, Human Resources, Information Systems, or a related field preferred.
• 3+ years of experience in benefits administration, HR technology, or client support, with at least 1 year in a leadership or mentorship role.
• 3+ years of experience working in the bswift platform, including certifications or willing to obtain.
• Strong leadership and problem-solving skills with the ability to manage multiple priorities.
• Excellent written and verbal communication skills, with experience in team coaching and mentoring.
• Ability to analyze support trends and drive process improvements.
• Experience with CRM and case management tools (e.g., Zoho or similar) preferred.

Additional Information:
This job is fully remote.
Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.
Salary range is $65K to 70K per year.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.

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• Team Leadership: Lead and mentor a high-performing team, driving accountability, engagement, and continuous development through coaching, training, and performance reviews.
• Client Support Oversight: Serve as the primary escalation point for complex client issues, ensuring timely resolution and high-quality support from the CSS team.
• bswift Expertise & Training: Oversee onboarding and ongoing training for the team, HR administrators, and brokers on bswift functionality, troubleshooting, and support best practices.
• Case Management & Quality Assurance: Monitor case metrics and review team work to ensure accuracy, compliance, and adherence to SLAs and service standards.
• Process Improvement: Identify opportunities to streamline workflows and implement automation solutions that improve efficiency and scalability.
• Cross-Team Collaboration: Maintain strong communication with CSMs and internal teams to align on goals, share updates, and proactively address client needs.
• Documentation & Compliance: Ensure accurate and up-to-date documentation of support activities, troubleshooting steps, and policy changes