Customer Success Jobs in Web3

Backed by $26M from leading investors including Blockchain Capital and Naval Ravikant, Toku is scaling rapidly to meet the demand for compliance solutions in the evolving regulatory environment. Read more about Toku in Fortune, Yahoo Finance, and CoinDesk.

To learn more, check our website.

Key Responsibilities

• Client Success & Escalations – You’ll join client calls to provide clear, confident guidance on statutory vs. market-standard benefits. You’ll help resolve issues like claims or billing problems and make sure clients walk away with clarity on next steps. You'll also help keep our internal benefits resources accurate and easy to use.
• Global Plan Administration – You’ll manage day-to-day benefits tasks like enrollments, terminations, life events, and syncing deductions with payroll across multiple countries, always aiming to keep error rates under 1% and ensure a smooth experience for clients and their teams.
• Renewals & Vendor/Broker Management – You’ll run point on renewals, keeping track of timelines, running market checks and RFPs, negotiating rates, and updating systems. You’ll help clients make informed decisions by bringing them competitive, well-researched options.
• New Country Benefit Installs – When we launch in a new country, you’ll scope eligibility, compare legal requirements with market norms, coordinate with brokers, and ensure a smooth rollout within 90 days of a hire, all while keeping clients looped in and confident throughout the process.
• Automation & Data Flow – You’ll spot inefficiencies and work with Engineering to eliminate manual processes. Your goal: scalable solutions that improve both internal operations and the client experience.
• Vendor Billing & Finance Interface – You’ll audit invoices, process retroactive changes, and clean up billing issues in collaboration with Finance and carriers, so clients don’t get stuck dealing with administrative headaches.
• Process Documentation & Enablement – You’ll keep our benefits SOPs organized, up to date, and easy to follow, helping internal teams and clients get consistent answers, faster.
• Analytics & Insights (Nice-to-Have) – You might also build dashboards that show cost trends, participation, and utilization, giving clients the insights they need to evolve their benefits strategy.

Qualifications

• 5–8+ years multi-country benefits administration/operations in a startup, PEO/EOR, broker, carrier, or similar environment.
• Demonstrated success negotiating renewals and managing vendors across multiple jurisdictions.
• Strong working knowledge of US programs (ACA, ERISA, COBRA) and at least one additional region (EU, APAC, LATAM).
• Excellent communication skills.
• Comfortable in fast-change environments; bias for documentation, automation, and closing loops.

Toku is an equal opportunity employer, and we are committed to being a diverse team that reflects a broad range of background, thought, and experience. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, status as an individual with a disability, status as protected veteran, or any other legally protected characteristics. Women, minorities, LGBTQ+, and people from underrepresented backgrounds are strongly encouraged to apply.

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