Client Support Tech Lead

About Employee Navigator 

Employee Navigator is a rapidly growing and profitable $100M+ ARR SaaS insurance & HR technology company that works with the nation’s leading insurance carriers, payroll companies & insurance brokers. Our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Employee Navigator is the dominant broker-centric benefits administration and HR platform in the US serving over 175,000 companies.   

We’ve been recognized as one of The Washington Post’s Top Workplaces for eight consecutive years — and in 2025, we proudly earned our first Top Workplace award in Salt Lake City in our very first year of eligibility. Join us to help carry on our award-winning culture and be part of building something new and meaningful here!

About the Role

The Client Support Tech Lead will deliver a world-class experience to our customers. The Client Support team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help them become Employee Navigator experts.  The ideal candidate will be a critical thinker who consistently seeks to improve their own knowledge base, strives for perfection and is looking for a long-term place to grow their career.  As a Tech Lead, you will provide support to Client Support Specialist in resolving some of the more complex issues based on your expertise with Employee Navigator’s platform. You will also act as a mentor to new hires and help them get acclimated to EN support process as well as the corporate culture.

*Please note: This is an internal only opportunity for current Employee Navigator employees.*

Here’s what you’ll do day-to-day:

• Serve as the initial point of escalation for Specialists and especially new hires in order to take pressure off Team Leads 


• Act as a player-coach by resolving escalated issues and as a Specialist providing frontline support to our customers


• Document possible opportunities to improve processes as well as departmental I&Is with your manager  


• Document and share opportunities to enhance training for new and existing team members with manager and training team

Qualifications:

• Tenure range: Minimum 6 months as a Sr Software Specialist 


• Domain Knowledge: Benefit certification 


• Overall job performance/works hard 


• Has a passion for learning  


• Is not afraid to ask questions 


• Is a self-starter


• Can exercise discretion in who they speak to and what they speak about


• Reliable 


• Trustworthy 


• Quick learner (does not need much repetition) 


• Is meticulous when it comes to documentation 


• Cares to do a good job 


• Consistently in the top 20% of calls taken and tickets solved