Manager, Customer Experience

Benepass•Chandler, AZ

26d•$100,000 - $125,000•Hybrid

About The Position

As the Manager of Customer Experience, you will report to the Senior Director of Customer Experience and lead a growing team of Customer Experience Associates across multiple support channels. You will own the day-to-day performance of the team, ensuring we deliver fast, high-quality, and consistent support while holding clear standards for accountability, productivity, quality, and customer outcomes. This is a critical moment for our Customer Experience organization. We are launching live phone and chat support while significantly expanding the size of the team. You will help lead the organization through this transition by building the operating rhythms, workflows, staffing practices, coaching programs, and performance expectations needed to scale successfully in a fast-moving, multi-channel environment. You will bring urgency, sound judgment, and a strong operational mindset to both immediate execution and longer-term planning. You will be a hands-on leader who is comfortable getting into the details with the team, troubleshooting complex or technical user issues, managing escalations, and improving the processes that shape the day-to-day customer experience. You will use data to manage channel performance, service levels, capacity, quality, productivity, and customer outcomes, and you will coach the team to balance quality with quantity rather than optimizing for volume alone. You will also identify recurring customer pain points, surface bugs and enhancement requests, and partner cross-functionally to drive better automation, product improvements, and more scalable support experiences. Our ideal candidate is a seasoned Customer Experience leader who has successfully managed frontline and quality-focused support teams in a startup or scale-up environment. They have experience operating across email, live chat, and phone; managing through rapid change and team growth; creating accountability through clear goals and coaching; and building new processes when the existing playbook no longer fits. They are data-driven, AI-forward, technically curious, and energized by the opportunity to help a growing team do its best work. This role will begin as a remote position.. However, this role may transition to a hybrid schedule based in our Chandler, Arizona office. Candidates should be open to the possibility of working from the Chandler office in the future if business needs require it.

Requirements

5+ years of experience in Customer Experience or Customer Support.
At least 3 years directly managing frontline support teams in SaaS, healthcare, HR tech, insurance, fintech, or another complex, technology-enabled industry.
Demonstrated experience leading a multi-channel support environment, including live chat and phone.
Successfully launched or scaled new channels while maintaining service levels and quality.
Proven ability to build and improve operational processes, channel workflows, escalation paths, quality programs, performance standards, and reporting in a rapidly changing scale-up environment.
Track record of managing, coaching, and performance-managing frontline and quality-focused support professionals through periods of team growth and organizational change.
Strong analytical and technical aptitude.
Experience using data and KPIs to manage productivity, quality, capacity, and service levels.
Experience managing workflows in Intercom or a comparable help desk platform.
Excellent cross-functional communication skills.
Open to the possibility of working from the Chandler office in the future if business needs require it.

Nice To Haves

Experience in a startup or scale-up environment.
Fintech experience.
Hands-on use of AI or automation within a support organization.
Experience building staffing or capacity models.

Responsibilities

Own the day-to-day performance of the Customer Experience team.
Ensure fast, high-quality, and consistent support delivery.
Hold clear standards for accountability, productivity, quality, and customer outcomes.
Lead the organization through the transition of launching live phone and chat support and expanding the team.
Build operating rhythms, workflows, staffing practices, coaching programs, and performance expectations for scaling in a multi-channel environment.
Troubleshoot complex or technical user issues.
Manage escalations.
Improve processes that shape the day-to-day customer experience.
Use data to manage channel performance, service levels, capacity, quality, productivity, and customer outcomes.
Coach the team to balance quality with quantity.
Identify recurring customer pain points.
Surface bugs and enhancement requests.
Partner cross-functionally to drive automation, product improvements, and scalable support experiences.