Head of CX Quality & Enablement

Benepass, Inc.; Northern (KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health insurance

WFH setup

Learning & Development benefit

Cell phone + internet allowance

Wellness program

Co-working & commuting benefits

Job summary

Benepass, Inc. is seeking a Customer Experience Quality & Enablement Manager to build scalable QA programs across email, live chat, and phone. You will set quality standards, scorecards, coaching processes, and reporting to raise support performance.

You will manage knowledge management, Help Center content, macros, and voice/tone guidelines while partnering with Product, Engineering, and Success teams to optimize customer interactions. A data-driven, AI-minded approach is required.

Qualifications

• 5+ years of experience in Customer Support, Customer Experience, Quality Assurance, Support Operations, or Enablement.
• Experience building or significantly scaling a Quality Assurance program.
• Experience creating QA scorecards, calibration programs, coaching frameworks, and quality reporting.
• Experience supporting multi-channel customer support teams across email, chat, and phone.
• Strong knowledge management experience, including Help Centers, macros, SOPs, and voice & tone standards.
• Exceptional written communication, analytical, and problem-solving skills.
• Experience supporting technical products and using platforms such as Intercom, Zendesk, Salesforce, or similar.
• Experience leveraging AI tools to improve quality, coaching, documentation, or operational workflows.

Responsibilities

• Build and scale Benepass' Quality Assurance program across email, live chat, and phone.
• Develop quality scorecards, audit processes, calibration routines, reporting, and coaching frameworks.
• Partner with Customer Experience leaders to improve performance through coaching, feedback, and training.
• Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rate.
• Design and deliver ongoing enablement programs covering product updates, call etiquette, communication, and support best practices.
• Analyze quality trends, customer feedback, and operational data to identify root causes and recommend improvements.
• Partner cross-functionally with Product, Engineering, Operations, Compliance, and Customer Success to improve the customer experience.
• Leverage AI and automation to improve quality monitoring, knowledge management, coaching, and operational efficiency.

Skills

Customer support

Quality assurance

Multichannel support

Coaching & training

Knowledge management

AI in CX

Tools

Intercom

Zendesk

Salesforce

Job description

Benepass, Inc. is seeking a Customer Experience Quality & Enablement Manager to build scalable QA programs across email, live chat, and phone. You will set quality standards, scorecards, coaching processes, and reporting to raise support performance.

You will manage knowledge management, Help Center content, macros, and voice/tone guidelines while partnering with Product, Engineering, and Success teams to optimize customer interactions. A data-driven, AI-minded approach is required.