Jobs at Benepass

Lead and grow a multi-channel Customer Experience team, launching phone and chat support, defining operating rhythms, coaching, and managing escalations. Use data, help-desk workflows, and AI/automation to measure and improve service levels, quality, capacity, and customer outcomes while partnering cross-functionally to drive product and process improvements.

Provide high-volume, multi-channel customer support (chat, phone, email), manage concurrent live chats, meet hourly productivity and SLA metrics, self-serve using internal tools and AI, escalate complex issues, collaborate cross-functionally, identify process improvements, and work flexible schedules including required in-office days.

The Lead Product Manager at Benepass will own a key product area, drive strategy and execution, and collaborate with cross-functional teams to enhance employee engagement with benefits.

The Staff Product Manager will lead fintech strategy, manage partner relationships, ensure product stability, and influence product development for Benepass, focusing on financial infrastructure.

Lead and develop a team of Customer Success Managers for SMB and Mid-Market, driving retention, renewals, product adoption, and expansion. Establish scalable processes, use data and AI/automation to optimize workflows, manage escalations, partner cross-functionally, and represent customer needs internally.

Lead and grow a Technical Account Management team, improve operational processes, handle complex technical escalations, partner with Product and Engineering, champion AI-assisted automation, and build scalable playbooks and operating models to improve customer outcomes and team performance.

Lead the design and build of an internal, company-wide AI platform: agents, retrieval/RAG, evals, workflow runners, and CI/CD integrations. Accelerate engineering SDLC with AI-assisted coding, testing, and quality gates, then generalize platform primitives across non-engineering teams for automation, observability, and safe production use.

Build and scale QA and enablement programs for email, chat, and phone support. Create scorecards, audits, calibration, coaching, and reporting. Own Help Center, macros, voice-and-tone standards, training, and AI-driven improvements to reduce contact rate and improve team performance.