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Benepass is a Series B fintech platform that simplifies employee benefits administration for modern, hybrid, and remote-first workforces. The company has raised ~$75M and is backed by top-tier investors including Workday Ventures and Threshold Ventures.
As Manager of Customer Experience, you will lead a growing team of Customer Experience Associates reporting to the Senior Director of Customer Experience. You own day-to-day team performance across multiple support channels (email, live chat, phone), ensuring fast, high-quality, consistent support with clear accountability standards.
This is a critical scaling moment: Benepass is launching live phone and chat support while significantly expanding the team. You will build operating rhythms, workflows, staffing practices, coaching programs, and performance expectations to scale successfully in a multi-channel environment. You bring urgency, sound judgment, and strong operational mindset to both immediate execution and longer-term planning.
You are a hands-on leader comfortable diving into details—troubleshooting complex technical issues, managing escalations, and improving processes that shape daily customer experience. You use data to manage channel performance, service levels, capacity, quality, productivity, and customer outcomes. You coach teams to balance quality with quantity rather than optimizing for volume alone.
You identify recurring customer pain points, surface bugs and enhancement requests, and partner cross-functionally to drive automation, product improvements, and more scalable support experiences.
Ideal candidate: seasoned Customer Experience leader with 5+ years in support (3+ managing frontline teams) in SaaS, healthcare, HR tech, insurance, fintech, or similar complex tech-enabled industries. You have launched or scaled multi-channel support environments, built operational processes and quality programs in scale-up settings, and managed through rapid team growth. You are data-driven, AI-forward, technically curious, and energized by helping teams excel.
Role begins remote but may transition to hybrid in Chandler, Arizona office based on future business needs.
