Customer Experience Associate at 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. ARTICLES - Founder Story - Jaclyn Chen [Upgrade to PRO to see link] - Benepass Raises $40M Series B [Upgrade to PRO to see link] CANDIDATE RESOURCES - Benepass | Candidate Resource Page [Upgrade to PRO to see link] - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 [Upgrade to PRO to see link] 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 that supports our Customers and end users. In this role, you will support Benepass end users by addressing their questions and resolving issues through various support channels. You’ll handle a range of inquiries using internal tools and team resources. You’ll follow established workflows, and collaborate with your teammates to ensure a seamless customer experience as Benepass grows. WHAT YOU'LL DO AT BENEPASS - Address and resolve customer support issues through various channels, including phone, email, and live chat - Learn and manage Benepass's internal systems and processes to resolve user issues - Act as the voice of our customer, providing feedback on common issues and trends.Deliver exceptional customer service by adhering to set performance standards, and going the extra mile in customer interactions 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 are a learner by nature. You dedicate yourself to understanding processes and concepts thoroughly, and strive to expand your knowledge on a continual basis - You are able to work evenings and weekends as needed REQUIREMENTS - 1-3 years in customer-facing role - Excellent written and verbal 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 BONUS SKILLS - Previous startup experience! - Experience using ticketing systems (e.g. Zendesk, Intercom, 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 Andrea Knapp - 45 mins - Final Interview - 30 mins - References - Offer COMPENSATION - Base: $50,000 + Equity #LI-Remote 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 - Fantastic benefits (of course 😃), including: - $250 WFH setup (one time) - $500/year Learning & Development Benefit - $150/month cell phone + internet - $100/month Wellness - $100/month Co-working and Commuter Benefit - 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.