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Salary: USD 90,000 - 110,000 / annual
Benepass is a Series B fintech platform that helps companies customize and manage employee benefits in hybrid and remote-first environments. As Customer Experience Quality & Enablement Manager, you'll build and scale programs that enable the support team to deliver accurate, consistent, and exceptional customer experiences across email, live chat, and phone.
You'll own the full quality assurance function, including developing quality standards, scorecards, coaching frameworks, calibration processes, and performance reporting. You'll define what great support looks like and partner with Customer Experience leaders to improve team performance through data-driven coaching and feedback. Additionally, you'll manage the Help Center, support macros, and voice/tone standards to ensure consistency across all customer touchpoints.
This is a highly cross-functional role requiring someone who enjoys building programs from the ground up. You'll partner with Product, Engineering, Operations, Compliance, and Customer Success teams to identify root causes of support issues and recommend improvements. You'll leverage AI and automation to enhance quality monitoring, knowledge management, and operational efficiency.
Key responsibilities include launching a standardized QA program, implementing quality scorecards and calibration routines, establishing recurring coaching and enablement programs, refreshing Help Center content, building quality dashboards, and reducing customer friction through process improvements.
You bring 5+ years of experience in customer support, customer experience, quality assurance, or enablement, with proven success building or significantly scaling QA programs. You have strong experience creating QA scorecards, calibration programs, and coaching frameworks, and you're comfortable supporting multi-channel teams. You excel at knowledge management (Help Centers, macros, SOPs) and have experience with support platforms like Intercom, Zendesk, or Salesforce. You're analytical, detail-oriented, and excited about applying AI tools to improve support operations. Experience in fintech, HR tech, or regulated industries is a plus.
