Customer Experience Associate

Job description

ABOUT US At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce. Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self. OUR MISSION Helping companies reimagine how companies take care of their people. OUR INVESTORS We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital. ARTICLES - Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti - Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs CANDIDATE RESOURCES - Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q TEAM & ROLE As a Customer Experience Associate at Benepass, you'll be a critical member of our growing Customer Experience organization, reporting to a Customer Experience Manager. You'll help deliver an exceptional customer experience by supporting members across chat, phone, and email, ensuring every interaction is timely, accurate, and empathetic. This role is designed for someone who thrives in a fast-paced, metrics-driven support environment. You'll be expected to efficiently manage work across multiple support channels, prioritize customer needs, and consistently perform against established service level agreements (SLAs), quality expectations, and hourly productivity metrics. Success in this role requires balancing speed with quality. You'll be expected to self-serve by using internal tools, knowledge resources, and emerging AI technologies to research and resolve customer questions, while knowing when to collaborate or escalate. You'll continuously look for ways to improve efficiency and the overall customer experience. As customer demand fluctuates throughout the day and week, flexibility is important. This role may require schedules that align with business needs, including earlier start times, evenings, holidays, or weekend coverage, to ensure we deliver outstanding support whenever our customers need us. WHAT YOU'LL DO AT BENEPASS - Deliver exceptional customer support across chat, phone, and email, providing a seamless experience regardless of channel. - Confidently manage multiple live chat conversations simultaneously while maintaining accuracy, empathy, and high-quality customer interactions. - Meet and consistently perform against established hourly productivity expectations, service level agreements (SLAs), and quality metrics. - Learn and become an expert on Benepass products, internal systems, and operational workflows, proactively using available resources to build knowledge and solve problems independently. - Self-serve by researching and resolving customer issues independently using available tools and documentation, while knowing when to collaborate or escalate complex cases. - Partner cross-functionally with Product, Operations, Engineering, and Customer Success to advocate for customers and resolve issues. - Identify recurring customer trends and opportunities for process improvements that enhance both the customer and teammate experience. - Leverage AI tools responsibly and with curiosity to improve research, documentation, communication, problem-solving, and personal productivity. - Contribute to maintaining and improving internal knowledge documentation and support resources. - Be an active contributor to a collaborative, high-performing Customer Experience team. ABOUT YOU - You genuinely enjoy helping people and creating exceptional customer experiences. - You thrive in a fast-paced environment where priorities shift throughout the day. - You're comfortable supporting customers across chat, phone, and email and can confidently switch between channels as business needs change. - You're able to manage multiple live chat conversations simultaneously while maintaining quality and attention to detail. - You're comfortable working toward measurable hourly productivity goals, quality standards, and customer satisfaction metrics. - You communicate clearly and professionally in both written and verbal conversations. - You're highly organized, detail-oriented, and excel at managing competing priorities. - You're eager to learn, enjoy exploring new systems, and quickly become proficient with technical products. - You're curious about emerging technology and excited to experiment with AI tools to help you research, solve problems, improve workflows, and do your job more effectively. - You're adaptable and willing to work schedules that align with business needs, including occasional early mornings, evenings, holidays, or weekends. - You're resourceful and self-directed: you know how to use documentation, tools, and internal resources to find answers independently, while collaborating when needed. You're also a collaborative teammate who enjoys sharing knowledge, helping others succeed, and contributing to a positive team culture. REQUIREMENTS - 2+ years of experience in a customer-facing support role, preferably in a high-volume environment. - Must be able to work a hybrid schedule, including required in-office days at our Chandler, Arizona office. - Hands-on experience supporting customers across phone, chat, and email channels, with the ability to confidently move between channels as business needs change. - Experience handling multiple concurrent live chat conversations while maintaining exceptional customer service. - Strong verbal communication skills and confidence speaking with customers over the phone. - Excellent written communication skills with exceptional attention to detail. - Proven ability to prioritize work effectively, stay organized while managing multiple tasks, and self-serve by using available tools and resources before escalating. - Demonstrated experience in a performance-based role where success is measured by output, productivity, service levels, and quality. - Experience using modern customer support platforms such as Intercom, Zendesk, Salesforce, or similar. - Proficient with Google Workspace and Slack. BONUS SKILLS - Previous startup or high-growth company experience. - Experience working within fintech, payments, HR technology, benefits administration, banking, or another regulated industry is strongly preferred. - Experience using—or strong curiosity about using—AI tools such as ChatGPT, Claude, Gemini, or similar to improve workflows, research, communication, documentation, and problem-solving. - Experience identifying opportunities for operational improvements and process optimization. - Familiarity with workforce management concepts such as staffing, scheduling, or service levels. - Bilingual or multilingual. - Passion for continuous learning and helping build a world-class Customer Experience organization. COMPENSATION - Base: $24/hour + Equity RANGE(S) IS SUBJECT TO CHANGE. BENEPASS TAKES A NUMBER OF FACTORS INTO ACCOUNT WHEN DETERMINING INDIVIDUAL STARTING PAY, INCLUDING MARKET COMPARABLES, INTERVIEW PERFORMANCE, PEER COMPENSATION, AND YEARS OF EXPERIENCE. WHAT WE OFFER - 95% coverage of medical, dental, and vision - Fantastic benefits (of course 😃), including: - $250 WFH setup (one time) - $500/year Learning & Development Benefit - $150/month cell phone + internet - $100/month Wellness - $100/month Co-working and Commuter Benefit - We offer several team onsites a year - Flexible PTO At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.