Customer Experience Associate

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 Review
• Take Home Assessment 
• Recruiter Screen - 30 mins 
• Hiring Manager Interview - 45 mins 
• Interview Loop 
• References 
• Offer 

COMPENSATION

• Base: $63,000 - $67,000 + Equity