Customer Success Team Lead

Job Description

SBMA, a third-party administrator, is an affordable ACA-compliant benefits provider to thousands of employers. Their goal is to simplify the complexity of providing employee benefits. SBMA is different because of its personal service, speed of implementation, and innovative approach to benefits coverage.

SBMA is currently seeking a Customer Success Team Lead to join our growing team. The Customer Success Team Lead will work closely with members and providers to assist with product and service-related inquiries. Qualified candidates will possess the ability to pay attention to detail, self-motivation, outstanding customer service (verbal and written), learn and use new computer systems and software, and work well in collaborative environments.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

RESPONSIBILITIES AND DUTIES (including but not limited to):

• Provide Day‑to‑Day Support to CSRs
  Assist team members with questions, policy clarifications, and system navigation to ensure accurate and efficient service delivery.
• Monitor Adherence and Performance
  Use the Omni Supervisor dashboard to ensure schedule adherence, queue coverage, and real‑time performance.
• Team Coaching and Development
  Deliver ongoing feedback, coaching, and developmental support to help team members improve skills and meet performance goals.
• Manage Team Escalations
  Handle escalated customer issues, complex scenarios, and supervisor‑level calls with professionalism and efficiency.
• Conduct Escalated Member Outreach
  Complete outbound outreach for high‑priority or escalated member concerns, ensuring issues are resolved and the member experience is improved.
• Support Training Activities
  Participate in new‑hire training through call shadowing, side‑by‑side coaching, and real‑time support.
• Quality Assurance Support
  Review call quality, document feedback, and help team members understand quality expectations.
• Assist With Process Improvements
  Identify trends, gaps, or recurring issues and provide recommendations to improve procedures, training, or workflows.
• Serve as a Point of Contact
  Act as the first level of support for team questions, concerns, and operational challenges.

REQUIRED EDUCATION AND EXPERIENCE:                                                                                                         

• A high school diploma or its recognized equivalent is required.
• Working knowledge of Microsoft Office

PREFERRED EDUCATION AND EXPERIENCE:

• Prior experience working in a call center environment (preferred)
• Experience working in a call center or environment with heavy call handling.
• Proficiency in using CRM software or similar customer service tools.

KNOWLEDGE, SKILLS AND ABILITIES:

• Must possess excellent verbal and written communication skills.
• Ability to work well independently on assigned duties and collaborate effectively with a team.
• Must be comfortable with Microsoft Office (Excel, Word, Outlook, etc.)
• Effective time management and ability to multitask.
• Enjoy working as part of a team.
• Bilingual (Spanish) preferred

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Moderate stress due to regular deadlines and daily challenges
• High finger dexterity while typing documents and forms.
• Occasionally lift to 20 lbs.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is done in a temperature-controlled, non-smoking office.
• Workstations are cubicles with moderately high sides.
• The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay Details:

The base compensation range for this position is $29 - $31. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity.

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Why Join Us:

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

• … and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting leaves@acrisure.com.

Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.

Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.

Welcome, your new opportunity awaits you.