• Work with customers in collaboration with the CSM to understand their needs and goals or their organization. • Monitor customer accounts and ensure their success with R1 services. • Analyze customer data and provide insights to the client executive management team

Role Description Thousands of Canadian businesses rely on Rise every month to pay and manage their people. When something is time-sensitive and needs to be right the first time — a payroll that won't post, a remittance question, a compliance deadline — they come to our Client Support team. Support is a fast-paced, heavy context-switching environment. We're looking for a hands-on Team Lead, Client Support, who leads from inside the queue. This means: - Coaching in the thread - Owning the hardest escalations - Keeping response times sharp while the work stays accurate You'll report to the Director, Client Experience and own the day-to-day rhythm of a small team of support specialists. The day-to-day includes: - Working tickets alongside your team every day - Being the first point of escalation for your team - Owning the hardest, most sensitive cases end-to-end - Triage and prioritize by urgency - Managing, coaching, and developing a team of support specialists - Owning performance management for your team - Having input into hiring and onboarding new team members - Using AI tools to accelerate resolution - Tracking key metrics and reporting on your team's performance weekly - Partnering with Product and Engineering to eliminate recurring issues Qualifications - 3+ years in customer or client support - Experience leading, mentoring, or coaching others - A PCP (Payroll Compliance Professional) certification is required, or a willingness to become PCP-certified - Experience in payroll, HR tech, fintech, or similar regulated SaaS - Thrive in a reactive, high-volume environment - Strong triage instincts - Player-coach mentality - Comfortable with performance management - Comfortable adopting AI tools to speed up resolution - Bonus: Bilingual proficiency in French and English Benefits - Base salary of $60,000 - $75,000, depending on experience, plus stock options - Remote work environment with occasional in-person meetings - 3 weeks of paid vacation, flexible personal wellness days, and one day off for your birthday and work anniversary - $1,000 learning and development budget for courses, conferences, webinars, etc. - No-wait benefits starting your first day, including dental, eye care, and $2,000 in counselling coverage

Role Description This role supports Account Managers, Account Executives, Producers, and Brokers in servicing a designated book of business by assisting with client service, claims, marketing, administration, renewals, and carrier communications. Responsibilities include: - Responding to client inquiries - Evaluating proposals - Preparing renewal and client presentation materials - Assisting with RFP responses - Providing guidance to administrative support staff as needed How you'll make an impact: - Assists Account Manager, Account Executives, Producers, Brokers in servicing designated group of clients or book of business as it relates to marketing, claims, administration, and sales. - Typically assigned to accounts having less complex needs with no renewal goals associated with assigned accounts. - Under direction of more senior staff, provides administrative support to an assigned group of clients. - Resolves customer service inquiries that require research and interactions with carriers or agents. - Generally requires assistance when resolving more complex problems. - Day-to-day client contacts are generally mid- or lower-level client staff. - Responds to client questions and maintains a log of conversations. - Markets new and renewal accounts according to company procedures. - Evaluates all proposals to include in spreadsheets. - Prepares renewals and client information presentations and assists in preparing RFP responses. - May provide guidance and direction to Customer Service Reps or administrative support. Qualifications - Required: High School Diploma/GED and 1+ years of related experience. - Preferred: Appropriate license. - Behaviors: Understanding of the insurance brokerage business and customer service processes/tasks. Benefits We offer a competitive and comprehensive compensation package. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: - Medical/dental/vision plans, which start from day one! - Life and accident insurance - 401(K) and Roth options - Tax-advantaged accounts (HSA, FSA) - Educational expense reimbursement - Paid parental leave Other benefits include: - Digital mental health services (Talkspace) - Flexible work hours (availability varies by office and job function) - Training programs - Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing - Charitable matching gift program - And more... The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. Company Description Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. - Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. - We see inclusion as a conscious commitment and diversity as a vital strength. - By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on protected characteristics.

• Provide administrative support to Client Operations Teams. • Keep services running smoothly. • Complete structured administrative tasks using clear processes.