Benefits Program Lead, Customer Success

Toku is a prominent provider of compliance infrastructure tailored for crypto companies, facilitating token and stablecoin-based employee payments while ensuring adherence to tax regulations on state, federal, and international levels. The clientele includes a significant fraction of crypto companies featured on Robinhood.

Backed by substantial funding from esteemed investors like Blockchain Capital and Naval Ravikant, Toku is expanding rapidly to meet the escalating demand for compliance solutions amidst evolving regulatory frameworks.

The company is currently searching for a Benefits Program Lead to join the Customer Success team. The chosen candidate will be responsible for overseeing global benefits operations comprehensively. This entails serving as the primary expert for clients, ensuring ongoing compliance of benefits plans, adherence to renewal schedules, and delivering seamless customer experiences. We seek an individual who excels in taking ownership, proactively addressing challenges, and is dedicated to optimizing and automating manual processes.

Key Responsibilities:

• Client Success & Escalations: Provide expert guidance during client interactions, assist in issue resolution, and maintain accuracy in internal benefits resources.

• Global Plan Administration: Manage daily benefits operations across various countries, aiming for minimal error rates and ensuring a smooth experience for clients and their teams.

• Renewals & Vendor/Broker Management: Oversee renewal processes, conduct market assessments, negotiate rates, and provide clients with informed decision-making support.

• New Country Benefit Installs: Coordinate benefit installations in new countries, comparing legal requirements with market standards, ensuring a smooth rollout, and keeping clients informed.

• Automation & Data Flow: Identify and eliminate inefficiencies through collaboration with the Engineering team to enhance operational efficiency for both internal and client-related processes.

• Vendor Billing & Finance Interface: Audit invoices, address billing issues, and collaborate with Finance and carriers to manage administrative tasks effectively.

• Process Documentation & Enablement: Maintain well-organized standard operating procedures (SOPs) for benefits, enabling prompt access to consistent information for internal teams and clients.

• Analytics & Insights (Nice-to-Have): Potentially develop dashboards displaying cost trends and utilization insights to aid clients in evolving their benefits strategy.

Qualifications:

• 5–8+ years of experience in multi-country benefits administration/operations within startup, PEO/EOR, broker, carrier, or similar environments.

• Proven track record in negotiating renewals and managing vendors across multiple jurisdictions.

• Proficient in US programs (ACA, ERISA, COBRA) and an additional region (EU, APAC, LATAM).

• Strong communication skills with an ability to adapt to fast-paced environments and a preference for documentation, automation, and closure of operational loops.

Toku is an equal opportunity employer, fostering diversity in the team to encompass a wide spectrum of backgrounds, perspectives, and experiences. The hiring process is unbiased based on race, color, religion, gender identity, sexual orientation, age, national origin, disability status, protected veteran status, or any other legal attributes. Applicants from women, minorities, LGBTQ+, and underrepresented communities are highly encouraged to apply.

We recommend using Rezi.ai to evaluate the quality of your resume before submission.