Manager, Customer Experience

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.

Helping companies reimagine how companies take care of their people.

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.

• Founder Story - Jaclyn Chen
• Benepass Raises $40M Series B

• Benepass | Candidate Resource Page
• Benepass Listed on Inc. Magazine's Best Workplaces of 2023

As the Manager of Customer Experience, you will report to the Senior Director of Customer Experience and lead a growing team of Customer Experience Associates across multiple support channels. You will own the day-to-day performance of the team, ensuring we deliver fast, high-quality, and consistent support while holding clear standards for accountability, productivity, quality, and customer outcomes.

This is a critical moment for our Customer Experience organization. We are launching live phone and chat support while significantly expanding the size of the team. You will help lead the organization through this transition by building the operating rhythms, workflows, staffing practices, coaching programs, and performance expectations needed to scale successfully in a fast-moving, multi-channel environment. You will bring urgency, sound judgment, and a strong operational mindset to both immediate execution and longer-term planning.

You will be a hands-on leader who is comfortable getting into the details with the team, troubleshooting complex or technical user issues, managing escalations, and improving the processes that shape the day-to-day customer experience. You will use data to manage channel performance, service levels, capacity, quality, productivity, and customer outcomes, and you will coach the team to balance quality with quantity rather than optimizing for volume alone.

You will also identify recurring customer pain points, surface bugs and enhancement requests, and partner cross-functionally to drive better automation, product improvements, and more scalable support experiences.

Our ideal candidate is a seasoned Customer Experience leader who has successfully managed frontline and quality-focused support teams in a startup or scale-up environment. They have experience operating across email, live chat, and phone; managing through rapid change and team growth; creating accountability through clear goals and coaching; and building new processes when the existing playbook no longer fits. They are data-driven, AI-forward, technically curious, and energized by the opportunity to help a growing team do its best work.

This role will begin as a remote position.. However, this role may transition to a hybrid schedule based in our Chandler, Arizona office. Candidates should be open to the possibility of working from the Chandler office in the future if business needs require it.

• You understand how to scale a multi-channel Customer Experience organization through periods of rapid growth, including launching new channels, expanding team capacity, and adapting operating models as customer needs evolve.
• You are a direct, supportive people leader who sets clear expectations, holds teams accountable, and invests deeply in coaching and career development. You know how to performance-manage with empathy and rigor, and you consistently coach to…