Technical Lead

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Act as the technical lead and principal technical subject matter expert for designated client accounts.

• Grasp client requirements, goals, and business challenges.

• Foster innovation and create sustainable solutions for intricate client needs.

• Supervise daily service delivery operations in alignment with contractual obligations, SLAs, and OLAs.

• Track response times, resolution times, and metrics for service quality.

• Collaborate with cross-functional internal teams and external vendor partners.

• Detect, escalate, and address service delivery challenges and risks.

• Establish and uphold service delivery best practices, processes, and standards.

• Spearhead continuous improvement initiatives.

• Offer guidance, training, and support to team members.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• A Bachelor’s degree is preferred.

• A combination of a High School Diploma/GED and 2 years of experience may be accepted in place of a bachelor’s degree.

• 3–5 years of experience in service delivery, account management, technical customer support, or similar client-facing roles.

• Proven experience in leading service delivery teams or coordinating technical service delivery activities.

• Strong analytical and problem-solving abilities.

• Exceptional communication, collaboration, and interpersonal skills.

• Capability to handle multiple priorities and work effectively with internal and external stakeholders.

• Preferred experience with benefits administration platforms, SaaS solutions, or technology-driven service environments.

• Preferred experience in supporting complex client implementations, integrations, or ongoing service delivery efforts.

• Familiarity with service management best practices and performance measurement methodologies.

🏝️ Benefits

• Comprehensive health, dental, vision, and life insurance plans.

• 401(k) Savings plan with generous company matching contributions (up to 6%).

• Voya Retirement Plan with employer-funded cash balance retirement plan (4%).

• 20 days of paid time off.

• Nine paid company holidays.

• Flexible Diversity Celebration Day.

• 40 hours of paid volunteer time each calendar year.

• Option for 100% remote work from home or a hybrid schedule at major office locations.

• Opportunities for incentives, including annual cash incentives, sales incentives, and/or long-term incentives.