Customer Experience Associate

Role Overview

As a Customer Experience Associate at Benepass, you’ll be a critical member of our growing Customer Experience organization, reporting to a Customer Experience Manager. You’ll help deliver an exceptional customer experience by supporting members across chat, phone, and email, ensuring every interaction is timely, accurate, and empathetic.

What You Will Do

Deliver exceptional customer support across chat, phone, and email, providing a seamless experience regardless of channel. Manage multiple live chat conversations simultaneously while maintaining accuracy, empathy, and high-quality customer interactions.

Why It Might Be a Fit

You genuinely enjoy helping people and creating exceptional customer experiences. You thrive in a fast-paced environment where priorities shift throughout the day.

Requirements

• 2+ years of experience in a customer-facing support role, preferably in a high-volume environment.
• 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.
• Experience working within fintech, payments, HR technology, benefits administration, banking, or another regulated industry is strongly preferred.
• 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.
• Ability to commute to our Chandler office for an initial period of onsite training, and then transition to work hybrid 2–3 days per week.

Benefits

• 95% coverage of medical, dental, and vision
• $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
• Flexible PTO