Customer Support Specialist

Who are Benifex?

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries.

To help us on our quest to be the best,
we need brilliant people on board and that’s where you come in.

• Take ownership of customer issues from start to finish
  , developing valuable problem-solving, investigation, and decision-making skills in a fast-paced environment.

• Make a visible impact on the customer experience by identifying recurring issues, suggesting improvements, and helping shape support processes and knowledge resources.

• Build stronger customer relationships by becoming a key point of contact, developing valuable communication, influencing, and relationship-management skills across a wide range of customers.

• Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025

• Work for a profitable, fast-growing
  market leader in the online reward and benefits space

** Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**

Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland.

25 days holiday plus your local bank holidays

Your birthday off

Two half day wellbeing days

Healthcare cash plan to cover the costs of day to day healthcare

Employee Assistance Plan 24/7 365 support

Income Protection (75%) and life assurance (4x salary)

Pension scheme

Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave

£50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!

Act as a key member of the Customer Support team, delivering first-line support to customer stakeholders and ensuring a consistent, high-quality service experience. Serve as a trusted point of contact for customer queries, service requests, platform issues, and operational support needs, providing timely resolutions wherever possible and ensuring effective escalation of more complex matters.

Use product, process, and customer knowledge to investigate issues, provide accurate guidance, and support customers in making effective use of Benifex products and services. Build strong working relationships through professional, engaging, and customer-focused communication, ensuring stakeholders feel informed, supported, and confident in the service they receive.

Maintain a strong focus on service quality, responsiveness, and resolution ownership, managing workloads effectively while meeting agreed service levels and quality standards. Accurately document customer interactions and contribute to the identification of recurring issues, process improvements, and opportunities to enhance the customer experience.

Collaborate closely with colleagues and specialist teams across the wider support function to resolve issues efficiently, share knowledge, and deliver a seamless and positive experience for customers and their employees.

• Deliver high-quality first-line support to customer stakeholders, acting as the primary point of contact for benefit, platform, and service-related queries across multiple channels.

• Build trusted relationships with customer stakeholders by providing engaging, empathetic, and personalised support, using creativity, professionalism, and strong communication skills to deliver exceptional service experiences.

• Resolve customer requests at the first point of contact wherever possible, using available knowledge resources, system access, and administrative permissions to provide timely, accurate, and effective solutions.

• Investigate, diagnose, and triage customer-reported issues, gathering the necessary…