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 benefits to make them delightful and easy.

OUR INVESTORS

We are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital.

ARTICLES

• Founder Story - Jaclyn Chen
• Benepass Raises $20M
• How Talkspace Built a Modern Wellness Program
• Mindbody Builds Be Well Wellness Program With Benepass

Candidate Resources

• Benepass | Candidate Resource Page
• Benepass Listed on Inc. Magazine's Best Workplaces of 2023
• Benefits & Perks 
• Candidate FAQ Equity

TEAM & ROLE

As an integral member of Benepass’s growing Customer Experience function reporting to our Customer Experience Manager, you will play a critical role in helping Benepass grow. The CX team is the front line team working with both people operations teams and those teams’ employees (Benepass’s end users).

In this role, you will gracefully address and resolve complex customer concerns and support our most important client relationships by working directly with the HR buyers Benepass partners with. You will navigate unexpected and complex situations and contribute to the playbook for a rapidly evolving team. You will work closely with the rest of the operations team, product, and engineering to build out the systems, processes, and products to support our fast growth. This person must live within the Pacific Time Zone. 

WHAT YOU'LL DO AT BENEPASS

• Work directly with People Teams and their employees to address problems, questions and issues as they arise
• Learn and manage Benepass's internal systems and processes to resolve client issues
• Act as the voice of our customer, providing feedback to the Ops organization and across Benepass about what's most important to our clients
• Contribute to team projects to help improve our systems and processes for scale

ABOUT YOU

• You make people smile. You are warm and friendly and know how to connect with people whether in person, over the phone, or over email.
• You can take complex systems and communicate about them simply.
• You work hard. You know that doing what’s best for Benepass’s HR partners and employees means going the extra mile, and you’re excited to find ways to go above and beyond.
• You are a learner by nature. You dedicate yourself to understanding processes and concepts thoroughly, and strive to expand your knowledge on a continual basis.

REQUIREMENTS

• 1-3 years in customer-facing role 
• Excellent written communication 
• Proficiency with G suite and Slack
• Strong organizational skills and ability to follow-up on and track multiple issues/projects
• Comfortable reviewing and analyzing basic data 
• Self-starter. You don't wait for others to ask for help, you seek out challenges and ways to help
• Located in the Pacific Time Zone 

BONUS SKILLS

• Previous startup experience! 
• Experience using ticketing systems (e.g. Zendesk, JIRA, or cloud-based support)
• Bilingual

Not meeting all the requirements but still feel like you’d be a great fit? Tell us how you can contribute to our team in a cover letter or apply to our "general opportunities".  

INTERVIEW PROCESS

• Application Revi