Customer Experience Associate

Benepass•Chandler, AZ

1d•Hybrid

About The Position

As a Customer Experience Associate at Benepass, you will be a vital part of our expanding Customer Experience team. You will report to a Customer Experience Manager and play a key role in delivering outstanding customer experiences by assisting members via chat, phone, and email. Your goal will be to ensure that every customer interaction is prompt, accurate, and empathetic. This position is ideal for individuals who excel in a dynamic, metrics-focused support setting. You will be expected to manage your workload efficiently across various support channels, prioritize customer needs, and consistently meet established service level agreements (SLAs), quality standards, and hourly productivity targets. Success requires a balance of speed and quality. You will be empowered to use internal tools, knowledge resources, and emerging AI technologies to research and resolve customer inquiries independently, while also knowing when to seek collaboration or escalate issues. Continuous improvement of efficiency and the overall customer experience will be a key aspect of your role. Given the fluctuating nature of customer demand, flexibility in scheduling is important. This role may require schedules that align with business needs, potentially including earlier start times, evenings, holidays, or weekend coverage, to ensure we provide excellent support whenever our customers need it.

Requirements

2+ years of experience in a customer-facing support role, preferably in a high-volume environment.
Must be able to work a hybrid schedule, including required in-office days at our Chandler, Arizona office.
Hands-on experience supporting customers across phone, chat, and email channels, with the ability to confidently move between channels as business needs change.
Experience handling multiple concurrent live chat conversations while maintaining exceptional customer service.
Strong verbal communication skills and confidence speaking with customers over the phone.
Excellent written communication skills with exceptional attention to detail.
Proven ability to prioritize work effectively, stay organized while managing multiple tasks, and self-serve by using available tools and resources before escalating.
Demonstrated experience in a performance-based role where success is measured by output, productivity, service levels, and quality.
Experience using modern customer support platforms such as Intercom, Zendesk, Salesforce, or similar.
Proficient with Google Workspace and Slack.

Nice To Haves

Previous startup or high-growth company experience.
Experience working within fintech, payments, HR technology, benefits administration, banking, or another regulated industry is strongly preferred.
Experience using—or strong curiosity about using—AI tools such as ChatGPT, Claude, Gemini, or similar to improve workflows, research, communication, documentation, and problem-solving.
Experience identifying opportunities for operational improvements and process optimization.
Familiarity with workforce management concepts such as staffing, scheduling, or service levels.
Bilingual or multilingual.
Passion for continuous learning and helping build a world-class Customer Experience organization.

Responsibilities

Deliver exceptional customer support across chat, phone, and email, providing a seamless experience regardless of channel.
Confidently manage multiple live chat conversations simultaneously while maintaining accuracy, empathy, and high-quality customer interactions.
Meet and consistently perform against established hourly productivity expectations, service level agreements (SLAs), and quality metrics.
Learn and become an expert on Benepass products, internal systems, and operational workflows, proactively using available resources to build knowledge and solve problems independently.
Self-serve by researching and resolving customer issues independently using available tools and documentation, while knowing when to collaborate or escalate complex cases.
Partner cross-functionally with Product, Operations, Engineering, and Customer Success to advocate for customers and resolve issues.
Identify recurring customer trends and opportunities for process improvements that enhance both the customer and teammate experience.
Leverage AI tools responsibly and with curiosity to improve research, documentation, communication, problem-solving, and personal productivity.
Contribute to maintaining and improving internal knowledge documentation and support resources.
Be an active contributor to a collaborative, high-performing Customer Experience team.