Customer Experience Quality & Enablement Manager

Benepass

3d•$90,000 - $110,000•Hybrid

About The Position

As the Customer Experience Quality & Enablement Manager, you'll build and scale the programs that help our support team deliver accurate, consistent, and exceptional customer experiences. You'll own quality assurance, knowledge management, training, and support enablement across email, live chat, and phone. You'll define what great support looks like by developing quality standards, scorecards, coaching frameworks, calibration processes, and reporting that help leaders improve team performance. You'll also own the Help Center, support macros, and voice and tone standards to ensure customers receive clear, consistent support at every touchpoint. This is a highly cross-functional role for someone who enjoys building programs from the ground up, partnering across teams, and leveraging data and AI to continuously improve both the customer and teammate experience.

Requirements

5+ years of experience in Customer Support, Customer Experience, Quality Assurance, Support Operations, or Enablement.
Experience building or significantly scaling a Quality Assurance program.
Experience creating QA scorecards, calibration programs, coaching frameworks, and quality reporting.
Experience supporting multi-channel customer support teams across email, chat, and phone.
Strong knowledge management experience, including Help Centers, macros, SOPs, and voice & tone standards.
Exceptional written communication, analytical, and problem-solving skills.
Experience supporting technical products and using platforms such as Intercom, Zendesk, Salesforce, or similar.
Experience leveraging AI tools to improve quality, coaching, documentation, or operational workflows.

Nice To Haves

Experience working in fintech, HR technology, benefits, banking, or another regulated industry.
Previous startup or high-growth company experience.
Experience with QA platforms such as MaestroQA, Klaus, Playvox, Observe.AI, or similar.
Experience designing onboarding, training, or enablement programs.
Experience improving Help Center performance, self-service, or contact rate.
Bilingual or multilingual.

Responsibilities

Build and scale Benepass' Quality Assurance program across email, live chat, and phone.
Develop quality scorecards, audit processes, calibration routines, reporting, and coaching frameworks.
Partner with Customer Experience leaders to improve performance through coaching, feedback, and training.
Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rate.
Design and deliver ongoing enablement programs covering product updates, call etiquette, communication, and support best practices.
Analyze quality trends, customer feedback, and operational data to identify root causes and recommend improvements.
Partner cross-functionally with Product, Engineering, Operations, Compliance, and Customer Success to improve the customer experience.
Leverage AI and automation to improve quality monitoring, knowledge management, coaching, and operational efficiency.