BenTech Partner Support Leader

We are seeking a customer-focused and tech-savvy BenTech Partner Support Leader to join our Digital team and support our growing base of benefit technology partners. This individual will be the first line of defense for resolving client issues, ensuring seamless operations, and maintaining customer satisfaction.

This is an exciting time to join Guardian as we accelerate our digital capabilities across product, experience, benefits administration, and broker technology. Our goal is to cement our market leading position and innovate using technology to capitalize on new market opportunities.

You are

An excellent communicator, skilled at troubleshooting, and passionate about delivering outstanding service in a fast-paced environment.

• Customer-Centric Mindset: Committed to delivering exceptional service and fostering strong client relationships.
• Detail-Oriented: Capable of managing multiple tasks while maintaining accuracy and attention to detail.
• Team Player: Works well in a collaborative environment and contributes to shared goals.
• Adaptable: Thrives in a fast-paced environment and is comfortable with change.
  
  

You will

Customer Support

• Be responsible for customer inquiries via email, chat, and phone, providing timely and accurate resolutions.
• Troubleshoot and resolve technical issues related to integrations (e.g., EDI files, API connections), enrollment errors, and platform functionality.
• Escalate complex issues to the appropriate teams (e.g., Development, Ops, Product) and ensure follow-through until resolution.
  
  

Issue Management

• Document and track all customer interactions and issues using a ticketing system (e.g., GSC).
• Prioritize issues and ensure SLAs are met and urgent matters are addressed promptly.
• Identify recurring issues and work with Product and Development teams to implement long-term solutions.
  
  

Customer Education and Enablement

• Assist clients in navigating capabilities, troubleshooting integrations, and understanding reporting tools.
• Be responsible for knowledge base articles, FAQs, and other self-service resources to empower clients to solve common issues independently.
• Conduct occasional training sessions for clients to improve their understanding of our capabilities and features.
  
  

Cross-Functional Collaboration

• Work closely with Partner Support Leader, Strategic Channel Managers, API Solution Leads, and Development teams to ensure a seamless customer experience.
• Provide feedback from customers to help improve product functionality, usability, and overall satisfaction.
• Collaborate with Compliance teams to address regulatory-related issues.
  
  

You have

• 5 years of experience in customer support or similar role, preferably in SaaS or benefits technology.
• Strong problem-solving and critical-thinking skills, with the ability to diagnose and resolve technical issues effectively.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Familiarity with ticketing systems.
  
  

Preferred Skills:

• Experience working with benefits administration, HR platforms, or payroll systems.
• Knowledge of EDI workflows, APIs, and data file transfers.
• Understanding of benefits compliance requirements.
• Technical aptitude with basic troubleshooting skills for platforms.
  
  

Location

This is a hybrid position requiring 3 days a week in the office, preferably Boston, MA, Bethlehem, PA, Hudson Yards, NY, or other Guardian offices with up to 10% travel.

Salary Range:

$101,180.00 - $166,220.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.