Customer Experience Manager

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 benefits to make them delightful and easy.

OUR INVESTORS

We are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital.

ARTICLES

• Founder Story - Jaclyn Chen
• Benepass Raises $20M
• How Talkspace Built a Modern Wellness Program
• Mindbody Builds Be Well Wellness Program With Benepass

Candidate Resources

• Benepass | Candidate Resource Page
• Benepass Listed on Inc. Magazine's Best Workplaces of 2023
• Benefits & Perks 
• Candidate FAQ Equity

TEAM & ROLE

As the Manager of Customer Experience, you will directly report to Aileen Palmer, our Head of Customer Operations. In this pivotal role, you will lead a team of Customer Experience Associates (CXAs) and oversee the day-to-day operations of our support organization.

Your leadership will be key in driving strategic initiatives aimed at scaling our support services. This includes expanding into new channels, fostering close collaboration with technical teams, and implementing recruitment and retention strategies. 

You will play a hands-on role in working with CXAs to troubleshoot user issues and serve as a primary escalation point. In addition to managing you will be responsible for leveraging data insights to drive continuous improvement through tracking Customer Support tickets and Key Performance Indicators. An integral aspect of your role will involve analyzing trends to uncover broader issues and surfacing any bugs or enhancement requests to the appropriate teams. 

Our ideal candidate has a proven track record of building and leading successful support functions, with a strong emphasis on expanding services into new channels. As we are a close-knit team of 10 agents, we’re seeking an individual who thrives in a collaborative environment and is passionate about driving exceptional customer experiences.

ABOUT YOU …