Jobs at Benepass

Lead and scale a multi-channel Customer Experience team (email, live chat, phone), launching new channels and driving SLAs, quality, staffing, coaching, and reporting. Troubleshoot escalations, use data and AI/automation to improve workflows, surface product issues, and partner cross-functionally to deliver scalable support in a fast-moving SaaS/fintech scale-up.

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.

Lead and develop a team of Technical Account Managers, drive operational excellence, scale TAM processes, handle complex technical escalations, and partner cross-functionally to improve product and customer outcomes. Promote AI-assisted workflows and continuous improvement while recruiting, coaching, and building repeatable playbooks for technical customer scenarios.

The Staff Product Manager will oversee the fintech strategy and partnerships, manage relationships with fintech partners, and align product features with the company's roadmap. This role requires extensive product management experience in the fintech space, focusing on building and scaling financial infrastructure.

Lead and grow an SMB/Mid-Market Customer Success team of six to drive retention, renewals, adoption, and expansion. Coach CSMs, manage escalations, establish scalable operating rhythms, implement AI and automation to improve efficiency, analyze customer and team data, build playbooks and journeys, and partner cross-functionally to deliver exceptional end-to-end customer outcomes.

Lead design and build Benepass's internal AI platform: agents, tool interfaces, retrieval, evals, workflow runners, and observability. Accelerate the engineering SDLC with AI-assisted coding, CI/CD integrations, quality automation, and testing. Ship reusable primitives and agentic workflows, enable company-wide automation, set standards and guardrails, and partner across teams to drive adoption and measurable outcomes.

Build and scale QA and enablement programs for email, chat, and phone support. Develop scorecards, audits, calibration, coaching, Help Center content, macros, and reporting. Use data and AI to analyze quality trends, reduce contact rates, and partner cross-functionally to improve customer experience and operational KPIs.