Hybrid CX Associate — Fintech Support & Multichannel

Benepass; United States; Hybrid; USD 27,000 - 39,000; Full time

Benefits offered by this job

95% coverage of medical, dental, and视”

Flexible PTO

Team onsite events

Job summary

Benepass is seeking a Customer Experience Associate to support members across chat, phone, and email. You’ll work in Chandler with onsite training and a hybrid schedule (2–3 days onsite per week).

The role emphasizes fast-paced, metrics-driven support, SLAs, and balance of speed with quality. You’ll leverage internal tools and emerging AI tech to research and resolve questions, while collaborating with cross-functional teams.

Qualifications

• 2+ years in a customer-facing support role, preferably high-volume.
• Experience supporting customers across phone, chat, and email.
• Strong verbal communication and attention to detail.
• Experience in fintech/payments or HR tech is preferred.
• Proficient with modern customer support platforms (Intercom, Zendesk, Salesforce).

Responsibilities

• Provide exceptional customer support across chat, phone, and email.
• Manage multiple live chat conversations simultaneously with accuracy and empathy.
• Meet and perform against hourly productivity, SLAs, and quality metrics.
• Learn Benepass products, internal systems, and workflows; use resources to resolve issues.
• Collaborate with Product, Operations, Engineering, and Customer Success to resolve problems.
• Identify trends and opportunities to improve processes and the customer experience.
• Use AI tools to improve research, documentation, and productivity.
• Maintain and improve internal knowledge resources.
• Be a proactive, collaborative team member with a high-performance mindset.

Skills

Customer support

Multichannel support

Verbal communication

Written communication

Organization

Cross-functional collaboration

AI tools

Tools

Intercom

Zendesk

Salesforce

Google Workspace

Slack

Job description

Benepass is seeking a Customer Experience Associate to support members across chat, phone, and email. You’ll work in Chandler with onsite training and a hybrid schedule (2–3 days onsite per week).

The role emphasizes fast-paced, metrics-driven support, SLAs, and balance of speed with quality. You’ll leverage internal tools and emerging AI tech to research and resolve questions, while collaborating with cross-functional teams.