Customer Experience Associate

**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 how companies take care of their people. **Our Investors** ================= We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital. **Articles** ============ * Founder Story \- Jaclyn Chen * Benepass Raises $40M Series B **Candidate Resources** ======================= * Benepass \| Candidate Resource Page * Benepass Listed on Inc. Magazine's Best Workplaces of 2023 **TEAM \& ROLE** ================ As a Customer Experience Associate at Benepass, you'll be a critical member of our growing Customer Experience organization, reporting to a Customer Experience Manager. You'll help deliver an exceptional customer experience by supporting members across **chat, phone, and email**, ensuring every interaction is timely, accurate, and empathetic. This role is designed for someone who thrives in a **fast\-paced, metrics\-driven support environment**. You'll be expected to efficiently manage work across multiple support channels, prioritize customer needs, and consistently perform against established service level agreements (SLAs), quality expectations, and hourly productivity metrics. Success in this role requires balancing speed with quality. You'll be expected to self\-serve by using internal tools, knowledge resources, and emerging AI technologies to research and resolve customer questions, while knowing when to collaborate or escalate. You'll continuously look for ways to improve efficiency and the overall customer experience. As customer demand fluctuates throughout the day and week, flexibility is important. This role may require schedules that align with business needs, including earlier start times, evenings, holidays, or weekend coverage, to ensure we deliver outstanding support whenever our customers need us. **WHAT YOU'LL DO AT BENEPASS** ============================== * Deliver exceptional customer support across **chat, phone, and email**, providing a seamless experience regardless of channel. * Confidently man