Teams 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.