Customer Experience Associate

The role

You will deliver customer support across chat, phone, and email. You will manage multiple live chat conversations and work toward productivity and quality metrics.

What you will do

• Deliver customer support across chat, phone, and email.
• Manage multiple live chat conversations simultaneously.
• Perform against hourly productivity, SLAs, and quality metrics.
• Learn Benepass products, internal systems, and operational workflows.
• Research and resolve customer issues using internal tools and documentation.
• Partner with Product, Operations, Engineering, and Customer Success teams.
• Identify recurring customer trends and process improvement opportunities.
• Leverage AI tools to improve research, documentation, and productivity.
• Contribute to internal knowledge documentation and support resources.
• Contribute to a collaborative Customer Experience team.

Required qualifications

• 2+ years of experience in a customer-facing support role.
• Hands-on experience supporting customers across phone, chat, and email channels.
• Experience handling multiple concurrent live chat conversations.
• Strong verbal communication skills.
• Excellent written communication skills with attention to detail.
• Ability to prioritize work and self-serve using available tools.
• Experience in a performance-based role measured by output and quality.
• Experience using modern customer support platforms such as Intercom, Zendesk, or Salesforce.
• Proficient with Google Workspace and Slack.
• Ability to commute to the Chandler office for initial training and hybrid work.

Nice to have

• Experience in fintech, payments, HR technology, benefits administration, banking, or another regulated industry.
• Previous startup or high-growth company experience.
• Experience using AI tools such as ChatGPT, Claude, or Gemini.
• Experience identifying opportunities for operational improvements and process optimization.
• Familiarity with workforce management concepts.
• Bilingual or multilingual.

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

About the company

Benepass is a fintech platform that allows companies to tailor benefits to the unique needs of their workforce. The company is backed by several leading investors and has raised approximately $75 million in equity capital.