Customer Support Agent at Ben

OUR MISSION We’re not your average benefits platform – we’re the driving force that uplifts people’s lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers. Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond. YOUR MISSION As a Customer Support Agent at Ben, you’ll be a key player in delivering world-class service to our users. You’ll be the voice of our product, supporting our customers through a range of technical and product-related challenges with empathy, efficiency, and a problem-solving mindset. This role is perfect for someone who has a solid level of technical expertise, strong analytical and debugging skills, and experience resolving complex customer issues in a fast-paced SaaS environment. THINGS YOU WILL BE WORKING ON… - Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT - Troubleshooting and resolving technical and product-related issues with efficiency and within our SLAs - Becoming a Ben product expert and using that knowledge to educate and empower customers - Identifying trends in support queries and escalating complex or recurring issues to the right teams - Create and maintain high-quality Help Centre articles, ensuring content is accurate, consistent, and aligned with our brand tone. - Collaborate with product and support teams to translate complex concepts into clear, user-friendly documentation for both audiences. - Contributing to continuous improvement through feedback, collaboration, and knowledge sharing WHAT WE’RE LOOKING FOR… - 1-2+ years of experience in customer service in a fast-moving B2B SaaS company - Excellent written and verbal communication skills - Strong analytical thinking and problem-solving ability - Solid technical aptitude - you enjoy digging into details and finding answers - Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms - Excellent organisational skills - you know how to manage your time, prioritise effectively, and stay on top of your queue YOU WILL NOT LOVE THIS ROLE IF YOU…. - Aren’t comfortable working in a fast paced environment - Are not ready to own your own results and be held accountable - Like maintaining the status-quo and aren’t willing to think outside the box - Like a lot of structure and processes, we are a start-up and are still working things out and we don’t always know what’s next - Are not comfortable with ambiguity, we will give you guidance but sometimes you have to work things out - Wait for others to step up, or to be told what to do. We are a high-performance and high-reward work place and are looking for people who are proactive OUR COMPENSATION & BENEFITS It’s important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here [Upgrade to PRO to see link] 💰 £30,000 base salary 🌟Bonus scheme designed to reward and recognise high performance 💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250 🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food! 🏖 28 days of holidays a year plus bank holidays, and an option to buy or sell 2 days per year. Also, your annual holiday entitlement will increase to 30 days after your 3rd year of service! 🎈 Day off for your birthday 🌴 Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones. 🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting ❤️ Comprehensive Private Medical Insurance 💌 Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check 🧠 Comprehensive and tailored mental health support and professional coaching through a leading provider DIVERSITY AND CULTURE AT BEN We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing [Upgrade to PRO to see contact]. You can learn more about DEI at Ben here [Upgrade to PRO to see link]