Benepass Benefits Overview

Manage a portfolio of SMB and/or mid-market customers through onboarding to ongoing success; drive adoption, training, and product education; monitor health metrics; identify upsell opportunities; communicate customer feedback to product and engineering; develop scalable processes and collaborate cross-functionally to ensure retention and growth.

The role involves driving product features from research to execution, using AI tools, collaborating with design and engineering teams, and advocating for customer experience improvements.

Provide high-volume customer support via chat, phone, and email; manage multiple live chats; meet hourly productivity, SLA, and quality metrics; self-serve using internal tools and AI; escalate and partner cross-functionally to resolve issues; identify trends and improve processes; maintain knowledge documentation.