Customer Experience Associate

Benepass

2d•$50,000•Remote

About The Position

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.

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
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

Nice To Haves

Previous startup experience!
Experience using ticketing systems (e.g. Zendesk, Intercom, or cloud-based support)
Bilingual

Responsibilities

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