Customer Experience Associate

📋 Description

• • Be the human face of Benepass. Every day you will field questions from thousands of employees who rely on their Benepass card for wellness, work-from-home, and lifestyle perks. Whether a user is confused about an eligible purchase, locked out of their account, or simply wants to know how to maximize their benefits, you will be their first and most trusted point of contact.
• • Own the full lifecycle of a support ticket—from the moment a message arrives in Zendesk, Intercom, or phone queue to the moment you confirm the user is delighted. You will triage, investigate, resolve, and then document the fix so the next teammate can learn from your work.
• • Master our internal fintech stack. You will become fluent in our payments ledger, card-transaction data, and HRIS integrations so you can explain in plain English why a transaction was declined, when a reimbursement will hit, or how an employer’s policy change will affect an individual’s balance.
• • Champion the voice of the customer inside Benepass. By tagging trends in support volume and surfacing recurring pain points in our weekly CX sync, you will directly influence product roadmaps, policy updates, and new help-center articles. Your insights have already led to features like real-time receipt upload and automatic category suggestions.
• • Deliver “surprise and delight” moments that turn anxious users into enthusiastic advocates. That might mean sending a quick Loom video to walk someone through their first claim, or proactively reaching out when you spot an unusual decline that could ruin date night.
• • Collaborate across time zones with teammates in Phoenix, San Francisco, New York, and Toronto. You will hand off complex cases, share macros, and celebrate wins together in Slack huddles and monthly virtual game nights.
• • Contribute to a 24/7 support model that still respects work-life balance. While most of your shifts fall between 8 a.m.–8 p.m. MST, you will occasionally pick up weekend or evening coverage (with comp days and overtime pay) so global customers always feel supported.
• • Help scale a rocket-ship startup. In the last twelve months we have doubled our user base and tripled our employer count. Your documentation, macros, and process improvements will become the foundation for the next wave of CX hires.
• • Grow your career path. Top performers have moved into Senior Associate, Onboarding Specialist, and Implementation Manager roles within 12–18 months. We fund external courses (e.g., Support Driven, CX Accelerator) and give you a personal learning budget of $1,000 per year.
• • Represent Benepass at quarterly onsites in cities like Denver, Austin, or Mexico City. You will meet the engineers who build the features you request, swap best practices with the Sales team, and celebrate wins over team dinners.