Fulfillment Leads

Job#: 3045067 Job Description: CX Team Lead - REMOTE opportunity! Interested candidates should apply directly to [email protected] Pay: $27/hr - weekly pay on W2 Start Date: 9/9 About The Role The CX Team Lead – Benefit Services is responsible for providing day-to-day leadership, coaching, and operational oversight for a team of 10–15 employees. This role plays a critical part in ensuring the team delivers a consistent, high-quality customer experience while meeting established performance standards, KPIs, and SLAs. The CX Team Lead serves as a trusted leader, coach, and subject matter expert, providing employees with the guidance and support needed to successfully perform their roles. This position monitors team and individual performance, addresses operational and employee concerns, supports escalations, and partners closely with the Program Manager to drive team effectiveness and service delivery. Key Responsibilities • People Leadership & Development • Lead, support, and develop a team of 10–15 employees within Benefit Services. • Provide consistent leadership, direction, and support to promote a high-performing and engaged team environment. • Oversee day-to-day attendance, schedule adherence, productivity, and employee performance. • Conduct regular one-on-one meetings with team members to discuss performance, progress, accomplishments, and barriers to success. • Provide ongoing coaching, feedback, recognition, and performance management. • Identify performance trends and proactively address opportunities or concerns through appropriate coaching and action plans. • Foster a culture of accountability, collaboration, continuous improvement, and customer focus. • Operational Performance • Monitor team and individual performance against established KPIs, SLAs, quality standards, and operational goals. • Ensure daily business operations are executed accurately, efficiently, and in accordance with established processes and procedures. • Identify performance risks and take timely action to address gaps and maintain service-level expectations. • Analyze team performance data and use insights to identify trends, opportunities, and areas for improvement. • Partner with program leadership to support initiatives designed to improve operational efficiency, quality, and the customer experience. • Subject Matter Expertise & Escalation Support • Develop and maintain strong knowledge of Benefit Services processes, systems, procedures, and daily core responsibilities. • Serve as a subject matter expert and resource for team members, providing guidance and problem-solving support as questions or complex situations arise. • Assist employees with escalated issues and determine appropriate solutions while ensuring adherence to established processes and guidelines. • Identify recurring issues and opportunities for process improvement and communicate recommendations to program leadership. • Escalate significant employee, customer, operational, or performance concerns to the Program Manager in a timely manner. • Communication & Collaboration • Maintain clear and consistent communication with team members regarding performance expectations, business priorities, process updates, and organizational goals. • Partner closely with the Program Manager to communicate team performance, emerging trends, operational challenges, and areas requiring additional support. • Provide timely and accurate updates on team performance, attendance, KPI/SLA attainment, and significant escalations. • Collaborate with internal partners to support effective resolution of issues and maintain a positive customer and employee experience. Qualifications • Required • Minimum of 2 years of experience in a supervisory, team lead, or people-management role . • Demonstrated experience working with MacBook computers and the macOS operating system. • Demonstrated experience coaching and developing employees and managing individual performance. • Experience leading teams in a performance-driven environment with established KPIs and SLAs. • Strong ability to analyze performance metrics and translate results into actionable coaching and performance strategies. • Demonstrated ability to manage competing priorities and make sound decisions in a fast-paced operational environment. • Strong communication, interpersonal, coaching, and conflict-resolution skills. • Ability to effectively address performance concerns and provide clear, constructive feedback. • Strong problem-solving skills and the ability to support employees through complex issues and escalations. • Ability to quickly develop and maintain subject matter expertise in Benefit Services processes and operations. • Preferred • Experience in healthcare benefits, health insurance, benefits administration, or a related healthcare benefits environment. • Experience in customer experience, customer service, benefits administration, or a related service-oriented environment. • Experience leading teams of 10 or more employees. • Experience working within a KPI- and SLA-driven operating model. • Experience managing customer or operational escalations. • Experience identifying and implementing process improvements. • Familiarity with performance management practices, workforce management, and operational reporting. Core Competencies The successful candidate will demonstrate: • People Leadership: Builds trust, develops employees, and creates accountability for results. • Customer Focus: Keeps the customer experience at the center of operational decisions and team priorities. • Operational Excellence: Consistently drives performance, quality, efficiency, and adherence to service expectations. • Coaching & Development: Provides meaningful, timely feedback that helps employees improve and succeed. • Problem Solving: Approaches challenges with sound judgment and identifies practical, sustainable solutions. • Communication: Communicates clearly and effectively with employees, peers, and program leadership. • Accountability: Takes ownership of team performance and proactively addresses risks and performance gaps. • Adaptability: Responds effectively to changing priorities, business needs, and operational demands. What Success Looks Like Success in this role is demonstrated by a well-supported, engaged, and accountable team that consistently meets or exceeds performance expectations. The CX Team Lead effectively balances people leadership with operational execution, ensures KPI and SLA commitments are maintained, provides timely coaching and support, and serves as a knowledgeable resource for employees and program leadership. • The ideal candidate is a hands-on, solutions-oriented leader who understands the importance of both people and performance and is committed to delivering an exceptional customer experience through strong team leadership and operational excellence. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide. Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered. UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems. © 2026 Everforth, Inc. All rights reserved. Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc. NYSE: EFOR 4400 Cox Road Suite 200 Glen Allen, Virginia 23060 Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.