Customer Success Team Lead

Acrisure • San Diego, CA

2d • $29 - $31 • Onsite

About The Position

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.

Requirements

• A high school diploma or its recognized equivalent is required.
• Working knowledge of Microsoft Office
• 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.
• High finger dexterity while typing documents and forms.
• Occasionally lift to 20 lbs.
• 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.
• Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Nice To Haves

• 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.
• Bilingual (Spanish) preferred

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED