People Experience Support Agent

Benepass; Oregon; Hybrid; USD 55,000 - 67,000; Full time

Benefits offered by this job

Health coverage 95%

W FH setup

Learning & Development

Cell phone stipend

Wellness stipend

Co-working & commuter benefit

Onsite events

Flexible PTO

Job summary

Benepass is building a remote-friendly environment in the United States, focused on simple, personalized benefits. The People team seeks a Customer Experience & Support specialist to own the initial IT helpdesk, manage expense processes, and coordinate onboarding and admin tasks.

You will work with Trust, People Ops, IT, and Finance to deliver human-first service. You will leverage AI tools to improve responses and help employees navigate benefits, devices, and software.

Qualifications

• 1-2 years in CX, customer support, technical support, or internal IT support.
• Experience working from a ticket queue and resolving requests promptly, accurately, and empathetically is valuable.
• Strong attention to detail and comfort with spreadsheets and data reconciliation.
• Able to learn new software quickly and help colleagues with technical issues.
• Clear, patient communication and good judgment when resolving requests and protecting confidential information.

Responsibilities

• Own the first-line IT helpdesk queue and serve as the first contact for employee requests across workplace technology and People processes.
• Process and audit employee expense submissions and enrollments in line with policy; manage benefit processes.
• Order and track laptops, coordinate delivery/setup, and manage software licensing and provisioning.
• Coordinate onboarding/offboarding and people admin tasks, including I-9 completion and training tracking.
• Use approved AI tools to streamline support and contribute to improved responses.

Skills

Customer support

Organization

Learning tools

Communication

AI mindset

Tools

Slack

Google Workspace Admin

Okta

Job description

About UsAt Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce.Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self.

Our Mission

Helping companies reimagine how companies take care of their people.

Our Investors

We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital.

Articles

• * Founder Story - Jaclyn Chen
• * Benepass Raises $40M Series B

Candidate Resources

• * Benepass | Candidate Resource Page
• * Benepass Listed on Inc. Magazine's Best Workplaces of 2023

Team & Role

At Benepass, the People Experience Support Agent is the first point of contact for employees seeking help across workplace technology, People processes, expenses, and benefits. This is an internal customer experience role: you will listen, ask useful questions, troubleshoot routine issues, guide employees through clear next steps, and own requests through resolution or a thoughtful handoff. Success is measured primarily by prompt, accurate, empathetic ticket resolution. You'll also spot recurring friction and use AI tools to make support more efficient and helpful.Reporting to the Senior Director of People, you'll partner with People Operations, Trust, Finance, and IT to deliver reliable, human-first service. You'll learn internal tools and processes, guide employees through established procedures, and keep records accurate while protecting sensitive employee information.

Role Location & Travel

This remote role is based in the United States. You will be expected to attend company-wide on-site events one to two times per year, as well as occasional on-site office travel as necessary.

What You'll Do at Benepass

• IT Helpdesk & Employee Support: Own the first-line IT helpdesk queue and serve as the first point of contact for employee requests across workplace technology and People processes. Triage and resolve routine issues, with particular focus on account provisioning, access changes, permissions, password resets, and timely access removal; keep employees informed and elevate sensitive or specialized requests.
• Employee Expenses & Benefits: Process and audit employee expense submissions in line with policy. Administer HSA and LSA enrollments and ongoing changes, coordinate manual benefits processes for providers without reliable integrations, and help employees with routine questions. Over time, this role may expand to include payroll administration.
• Workplace Technology & Equipment: Order and track laptops and accessories, coordinate delivery and setup, and fulfill hardware and software requests. Learn internal platforms to manage basic account provisioning, access changes, password resets, and software licensing. Troubleshoot common issues and explain steps clearly to employees.
• Onboarding, Offboarding & People Administration: Coordinate checklists with Trust and People Operations, including laptop setup, welcome kits, standard access changes, and timely I-9 completion and verification following established procedures. Maintain org charts; track mandatory training and document acknowledgments; send reminders and follow up on overdue items; and support related administrative tasks.
• AI & Service Improvement: Use approved AI tools to streamline support and improve AI-generated responses. Share feedback on what works, identify recurring employee friction, and contribute to small improvements to support workflows.

About You

• Customer Experience & Support: 1-2 years in customer experience (CX), customer support, technical support, or internal IT support. Experience working from a ticket queue and resolving requests promptly, accurately, and empathetically is valuable.
• Organization & Accuracy: Strong attention to detail, comfort working with spreadsheets and reconciling data, and dependable follow-through across multiple requests.
• Learning New Tools: Experience with a ticketing or customer support platform and collaboration tools such as Slack. You learn new software quickly and enjoy helping people work through technical issues, even when you need to investigate before you have the answer.
• Communication & Judgment: Clear, patient communication and good judgment when resolving requests, protecting confidential information, and knowing when to escalation.
• AI Mindset: Curiosity about using AI tools to improve everyday workflows, with care and sound judgment in how they are applied.

Bonus Skills

• Previous experience working in a tech startup or remote-first environment.
• Exposure to expense management systems such as Expensify, Ramp, or Brex, and familiarity with expense policies.
• Basic familiarity with Google Workspace Admin, Okta, or Mac device setup.

Compensation

Base salary: $55,000 to $67,000 + equity

Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.

What We Offer

• 95% coverage of medical, dental, and vision
• Fantastic benefits (of course ), including:
• $250 WFH setup (one time)
• $500/year Learning & Development Benefit
• $150/month cell phone + internet
• $100/month Wellness
• $100/month Co-working and Commuter Benefit
• We offer several team onsites a year
• Flexible PTO

At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.