Manager, Customer Experience

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 the Manager of Customer Experience, you will report to the Senior Director of Customer Experience and lead a growing team of Customer Experience Associates across multiple support channels. You will own the day-to-day performance of the team, ensuring we deliver fast, high-quality, and consistent support while holding clear standards for accountability, productivity, quality, and customer outcomes. This is a critical moment for our Customer Experience organization. We are launching live phone and chat support while significantly expanding the size of the team. You will help lead the organization through this transition by building the operating rhythms, workflows, staffing practices, coaching programs, and performance expectations needed to scale successfully in a fast-moving, multi-channel environment. You will bring urgency, sound judgment, and a strong operational mindset to both immediate execution and longer-term planning. You will be a hands-on leader who is comfortable getting into the details with the team, troubleshooting complex or technical user issues, managing escalations, and improving the processes that shape the day-to-day customer experience. You will use data to manage channel performance, service levels, capacity, quality, productivity, and customer outcomes, and you will coach the team to balance quality with quantity rather than optimizing for volume alone. You will also identify recurring customer pain points, surface bugs and enhancement requests, and partner cross-functionally to drive better automation, product improvements, and more scalable support experiences. Our ideal candidate is a seasoned Customer Experience leader who has successfully managed frontline and quality-focused support teams in a startup or scale-up environment. They have experience operating across email, live chat, and phone; managing through rapid change and team growth; creating accountability through clear goals and coaching; and building new processes when the existing playbook no longer fits. They are data-driven, AI-forward, technically curious, and energized by the opportunity to help a growing team do its best work. This role will begin as a remote position.. However, this role may transition to a hybrid schedule based in our Chandler, Arizona office. Candidates should be open to the possibility of working from the Chandler office in the future if business needs require it. ABOUT YOU - You understand how to scale a multi-channel Customer Experience organization through periods of rapid growth, including launching new channels, expanding team capacity, and adapting operating models as customer needs evolve. - You are a direct, supportive people leader who sets clear expectations, holds teams accountable, and invests deeply in coaching and career development. You know how to performance-manage with empathy and rigor, and you consistently coach to both quality and productivity. - You lead with urgency and are not afraid to get into the weeds. You enjoy solving ambiguous operational problems, creating new processes and procedures, and turning recurring customer and team pain points into practical, scalable improvements. - You are a systems-oriented, data-driven, and AI-forward operator. You use technology, automation, help desk workflows, and AI tools to help support teams work more effectively, while continuously identifying opportunities to automate repetitive work, improve the product, and elevate the customer experience. REQUIREMENTS - 5+ years of experience in Customer Experience or Customer Support, including at least 3 years directly managing frontline support teams in SaaS, healthcare, HR tech, insurance, fintech, or another complex, technology-enabled industry. - Demonstrated experience leading a multi-channel support environment, including live chat and phone, and successfully launching or scaling new channels while maintaining service levels and quality. - Proven ability to build and improve operational processes, channel workflows, escalation paths, quality programs, performance standards, and reporting in a rapidly changing scale-up environment. - Track record of managing, coaching, and performance-managing frontline and quality-focused support professionals through periods of team growth and organizational change. - Strong analytical and technical aptitude, with experience using data and KPIs to manage productivity, quality, capacity, and service levels; experience managing workflows in Intercom or a comparable help desk platform; and excellent cross-functional communication skills. BONUS SKILLS - Experience in a startup or scale-up environment, fintech experience, hands-on use of AI or automation within a support organization, and experience building staffing or capacity models are strongly preferred. COMPENSATION - Base: $100,000 - $125,000 + 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.