Job Description

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 will play a critical role in leading initiatives to build and enhance the customer journey for our benefits advisor community, their/our clients, and ultimately, plan members within Rise Health.


This role requires an unwavering focus on delivering exceptional service, building and maintaining healthy relationships, and leading a team of driven customer support professionals.


The day-to-day


Customer journey optimization . Manage customer experience for our advisor community, clients, and plan members from onboarding through ongoing service interactions. Develop and implement deliverables and processes that delight customers.


Team leadership and development. Lead, manage, mentor, and inspire a team of customer experience professionals to ensure high levels of engagement and performance.


Client relationship management. Serve as the primary point of contact for escalated inquiries, complaints, and feedback. Ensure all customer concerns are addressed promptly and professionally.


Metrics and reporting. Track, analyze, and report on customer experience metrics and service performance indicators.


Collaboration and cross-functional support. Work closely with sales, IT, and other support teams to ensure continuity in customer experience.


About you


5+ years in the group benefits business, preferably in a TPA environment.


Thrives on building relationships and delighting customers; your superpower is clear, empathetic communication.


Proven leadership and team management abilities. Customer service professionals aspire to be like you.


In-depth knowledge of customer experience best practices in the benefits delivery space, what processes and deliverables are of top priority and a desire to meet and exceed service delivery standards.


Detail-oriented with excellent written and verbal communication skills and the ability to make complex benefits industry concepts easy to understand.


Self-motivated, entrepreneurial, and thrives in a high-growth, fast-moving environment.


LLQP licence or willingness to get one within the first year with Rise.


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.


The base salary for this position is $75,000-$95,000, depending on experience, plus variable performance pay and stock options. The On-Target Earnings (OTE) are $85,000-110,000.


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.