Remote CX Leader: Scale & Support

Benepass; Chandler (AZ); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Health benefits

WFH stipend

Learning & Development benefit

Cell phone + internet allowance

Wellness benefit

Co-working/Commuter benefit

Team on-sites occasionally

Flexible PTO

Job summary

Benepass in the United States is seeking a Manager of Customer Experience to lead a growing frontline team across email, live chat, and phone, delivering fast, high-quality service.

The role starts remote and may move to a hybrid Chandler, AZ office; you will design operating rhythms, staffing, coaching, and scalable processes to support rapid growth while using data to drive improvements. Ideal candidate blends people leadership with an AI-forward mindset.

Qualifications

• 5+ years leading Customer Experience or Support teams in SaaS or fintech.
• Experience managing multi-channel support (email, chat, phone).
• Ability to build and improve processes, quality programs, and reporting.
• Track record coaching frontline staff and managing performance.
• Strong analytical skills and cross-functional communication.

Responsibilities

• Lead and scale a frontline Customer Experience team across channels.
• Build operating rhythms, staffing practices, coaching programs and SLAs.
• Manage escalations, improve processes, and surface root causes.
• Use data to manage productivity, quality, and customer outcomes.

Skills

Customer Experience leadership

Team management

Data-driven decision making

Analytical skills

Cross-functional collaboration

AI and automation awareness

Tools

Intercom

Job description

Benepass in the United States is seeking a Manager of Customer Experience to lead a growing frontline team across email, live chat, and phone, delivering fast, high-quality service.

The role starts remote and may move to a hybrid Chandler, AZ office; you will design operating rhythms, staffing, coaching, and scalable processes to support rapid growth while using data to drive improvements. Ideal candidate blends people leadership with an AI-forward mindset.