Benefits Client Manager

Warp Insurance Services (WIS) is Warp's in-house health insurance brokerage, and we're building it from the ground up. As a Benefits Client Manager, you'll own the WIS customer experience end-to-end: client-facing communications, enrollment and offboarding execution, and ticket resolution across Pylon, Linear, and Warp Benefit Admin. You'll work directly with the team writing the playbook. This is not a ticket-triage role. When an employer adds a new hire, terminates coverage, or hits a wall with a carrier, you're the one who resolves it accurately, quickly, and with communication the client actually understands. Benefits are where trust is won or lost. A missed enrollment isn't an inconvenience, it's an employee showing up to a pharmacy without coverage, and you'll operate with those stakes in mind. You'll own the two metrics that define queue health for this role: Pylon resolution rates that improve period over period, and benefit admin wall tickets kept current, with fewer than 10% of open tickets aged past 15 days. Speed matters, but the real measure is whether your resolutions hold up. Over time, you'll build direct fluency with our carrier partners, reducing outsourced dependencies and making WIS more self-sufficient with every renewal cycle.

• Own client-facing communication for your book of WIS employers with clarity, empathy, and follow-through • Execute new hire enrollments and offboardings end-to-end across Linear, Employee Navigator, and Warp Super Admin, accurately and on time • Drive the Warp Insurance Pylon queue: daily triage, clear ownership, and resolution velocity that improves period over period • Keep Employee Navigator wall tickets current, sustaining fewer than 10% of open tickets aged past 15 days • Work directly in carrier broker portals to verify enrollments landed, chase discrepancies, and build carrier relationships that reduce our reliance on outside parties • Hand off work with full context so it's repeatable for downstream owners: clean statuses in Pylon and Linear, no dropped balls • Spot recurring issues and bring recommendations to leadership, moving the support model from reactive resolution to proactive prevention • Contribute to Knowledge Center articles and internal process documentation as the product and playbooks evolve