Sr. Manager, Customer Experience
Benepass
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.
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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 satisfaction
Implement feedback mechanisms to continuously improve the support experience
Create escalation frameworks that ensure critical issues receive appropriate attention
Change Management & Team Integration
Quickly establish credibility with the existing support organization
Implement changes thoughtfully, with clear communication and team buy-in
Balance respect for established practices with introduction of necessary improvements
Build collaborative relationships across departments to enhance the overall customer experience
REQUIREMENTS
Required Experience & Skills
7+ years of experience in customer support or service operations, with at least 4 years in leadership roles
Demonstrated success scaling support teams (2x or greater) while maintaining or improving quality metrics
Experience implementing and managing multiple support channels (e.g., email, chat, phone)
Strong background in forecasting, capacity planning, and support analytics
Proven track record of improving support efficiency through process and technology enhancements
Experience leading through change and quickly adapting to new environments
Exceptional communication, presentation, and interpersonal skills
Data-driven approach to decision making and process improvement
Bachelor's degree or equivalent practical experience
Preferred Qualifications
Experience in SaaS or technology companies, preferably in the fintech or benefits space
Background in building omnichannel support strategies
Knowledge of change management principles
Experience with support automation and AI-assisted service tools
COMPENSATION
Base salary of $120,000 to $150,000 + equity.
Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including your expectations, how you interview, peer compensation, and years of experience. We also look at the market data.
Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.
What We Offer
95% coverage of medical, dental, and vision
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Fantastic benefits (of course 😃), including:
$250 WFH setup
$150/month cell phone + internet
$100/month Wellness
No Meeting Wednesday!
We offer several team onsites a year
Flexible PTO
At Benepass, we are working towards reimaging how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.
