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 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

Candidate Resources

• Benepass | Candidate Resource Page

• Benepass Listed on Inc. Magazine's Best Workplaces of 2023

TEAM & ROLE

We are seeking an experienced Senior Manager of Customer Experience to lead and develop our growing support organization. This role will be responsible for scaling our support teams in both size and modality, including expanding into live support. You will drive strategic planning for volume management, implement proactive trend analysis, and create processes that enhance team productivity while maintaining exceptional service quality. The ideal candidate will quickly acclimate to our environment and earn the trust of an established team while introducing innovative improvements.

In this role, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support. Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently. You'll help shape the support infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success.

WHAT YOU'LL DO AT BENEPASS

Team Leadership & Scaling

• Lead, mentor, and develop a multi-channel customer experience team, strategically expanding into new support modalities

• Design and implement training programs that enable rapid team growth without sacrificing quality

• Create and execute staffing models that effectively address fluctuating support volumes

• Act as a manager of managers, driving excellence and consistency among several support teams

• Foster a collaborative, customer-centric culture focused on continuous improvement

Strategic Planning and Analytics

• Develop comprehensive volume forecasting models to anticipate support needs across channels

• Identify support trends and patterns to inform proactive resourcing and process improvements

• Establish and track meaningful KPIs that drive team performance and customer satisfaction

• Provide regular reporting on support metrics and operational health to executive leadership

• Conduct annual planning on behalf of the Customer Experience organization

Process Optimization and Productivity

• Identify and implement process improvements that increase support team efficiency

• Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume

• Develop and refine support workflows and knowledge management systems

• Implement tools and technologies that enhance support team productivity

Customer Experience Enhancement

• Define and maintain service level agreements that balance customer needs with operational efficiency

• Develop strategies to reduce resolution times while increasing customer satisfacti