Customer Experience Manager

Posted May 19

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

Candidate Resources

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

  • You possess a deep understanding of the intricacies involved in scaling support organizations. 
  • You deeply care about the individuals you manage and find it rewarding to develop people in their careers. 
  • You love thinking outside of the box and coming up with creative solutions to solve complex problems. 
  • You’re a systems-based thinker. You excel in deploying new tools and resources, leveraging technology to optimize processes and enhance team efficiency.

REQUIREMENTS

  • Minimum of 3 years of managing support functions in SaaS, Healthcare, Fintech, HR Tech, or the Insurance industry.
  • Demonstrated ability in scaling a growing team from single to multiple channels.
  • Proven expertise in driving process improvements and scaling operations to support business growth.
  • Track record of effectively managing and growing a team of support agents.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.

BONUS SKILLS

  • Previous Start-Up Experience

Not meeting all the requirements but still feel like you’d be a great fit? Tell us how you can contribute to our team in a cover letter or apply to our "general opportunities".  


INTERVIEW PROCESS

  • Recruiter Screen 
  • Hiring Manager Interview
  • Interview Loop
  • Final Interview
  • Reference 
  • Offer 

COMPENSATION

  • Base: $105,000 - $125,000 + Equity

Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including your expectations, how you interview, peer compensation, and years of experience. We also look at the market data using Pave (Option Impact). 

Travel

  • Certain roles may involve occasional travel. You will be expected to attend company-wide on-site events three times per year.

Location

  • Although we operate as a 100% US Remote company, certain positions may necessitate occasional attendance at one of our offices in NY or Oakland. Additionally, some roles may require residence in specific geographic regions or time zones.

Candidate Resources

WHAT WE OFFER

  • 95% coverage of medical, dental, and vision
  • Fantastic benefits (of course 😃), including:
  1. $250 WFH setup
  2. $150/month cell phone + internet
  3. $100/month Wellness
  • No Meeting Wednesday!
  • Team Onsites 3-4 times a year 
  • Flexible PTO

At Benepass, we are working towards reimaging 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