Customer Experience Associate

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.

Responsibilities

• 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.

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.

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.

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.

Pay

Base: $24/hour + Equity

Benefits

• 95% coverage of medical, dental, and vision
• $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
• Several team onsites a year
• Flexible PTO