Manager of Customer Experience
Benefits
Unlimited PTO
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About the Role:
- You will report to the Senior Director of Customer Experience and lead a growing team of Customer Experience Associates.
- You will own the day-to-day performance of the team, ensuring fast, high-quality, and consistent support.
- You will help lead the organization through a transition to live phone and chat support while scaling the team.
Key Responsibilities:
- Build operating rhythms, workflows, staffing practices, and coaching programs for a multi-channel environment.
- Use data to manage channel performance, service levels, capacity, quality, and productivity.
- Identify recurring customer pain points, surface bugs, and partner cross-functionally to drive improvements.
What You Bring:
- 5+ years of Customer Experience experience, including 3+ years managing frontline support teams in SaaS or fintech.
- Proven ability to lead multi-channel support (email, chat, phone) and scale new channels.
- Strong analytical and technical aptitude, with experience using data and KPIs to manage operations.
Benepass
Benepass provides a customizable fintech platform for companies to administer employee benefits. The company has raised approximately $75 million in equity capital and is backed by leading investors, fostering an inclusive, remote-first culture.