Multichannel Customer Experience Specialist

benepass; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

Benepass is seeking a Customer Experience Associate to support members across chat, phone, and email, delivering timely, accurate, and empathetic responses. You will thrive in a fast-paced, metrics-driven environment, balancing speed with quality while meeting SLAs and productivity goals.

You will collaborate with Product, Operations, Engineering, and Customer Success to resolve issues, improve processes, and help customers get the most from Benepass’s fintech platform.

Qualifications

• Experience delivering customer support across chat, phone, and email.
• Ability to manage multiple live chats with accuracy and empathy.
• Comfort with a fast-paced, metrics-driven environment.
• Willingness to work varied shifts including evenings, holidays, or weekends.
• Curiosity about AI tools to improve research and workflows.

Responsibilities

• Deliver exceptional customer support across chat, phone, and email, providing a seamless experience.
• Confidently manage multiple live chat conversations simultaneously while maintaining accuracy and empathy.
• Meet and consistently perform against hourly productivity expectations, SLAs, and quality metrics.
• Learn and become an expert on Benepass products, internal systems, and workflows.
• Self-serve by researching and resolving customer issues using available tools and knowledge resources.
• Partner cross-functionally with Product, Operations, Engineering, and Customer Success to resolve issues.
• Identify recurring trends and opportunities for process improvements.
• Leverage AI tools to improve research, documentation, communication, and productivity.
• Contribute to maintaining internal knowledge documentation and support resources.

Skills

Customer service

Multichannel support

Effective communication

Problem-solving

Organized

Job description

Benepass is seeking a Customer Experience Associate to support members across chat, phone, and email, delivering timely, accurate, and empathetic responses. You will thrive in a fast-paced, metrics-driven environment, balancing speed with quality while meeting SLAs and productivity goals.

You will collaborate with Product, Operations, Engineering, and Customer Success to resolve issues, improve processes, and help customers get the most from Benepass’s fintech platform.