Remote Senior Manager, Customer Experience & Operations

Benepass, Inc.; Chandler (AZ); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

WFH setup stipend

Learning & Development benefit

Cell phone + internet allowance

Wellness stipend

Co-working & commuter benefit

Team onsite a few times a year

Flexible PTO

Job summary

Benepass, Inc. is seeking a seasoned Customer Experience leader to scale a multi-channel support organization as we launch live phone and chat. You will lead the team, build operating rhythms, and set coaching standards to ensure fast, high-quality support across email, live chat, and phone.

The ideal candidate has 5+ years in CX or Support with frontline management, and a track record of scaling teams in a startup or scale-up. This remote role may transition to a Chandler, AZ hybrid schedule.

Qualifications

• :5+ years in Customer Experience or Support, including frontline management in SaaS/tech
• :

Responsibilities

• Lead a growing team of Customer Experience Associates across multiple support channels.
• Build operating rhythms, staffing practices, coaching programs, and performance expectations to scale.
• Use data to manage channel performance, service levels, capacity, quality, and outcomes.
• Identify recurring pain points, surface bugs and enhancement requests, and partner cross-functionally to drive automation and product improvements.
• Coach team to balance quality with quantity and drive continuous process improvements.

Skills

Leadership

Multi-channel support

Data-driven decisions

AI/Automation in support

Tools

Intercom

Job description

Benepass, Inc. is seeking a seasoned Customer Experience leader to scale a multi-channel support organization as we launch live phone and chat. You will lead the team, build operating rhythms, and set coaching standards to ensure fast, high-quality support across email, live chat, and phone.

The ideal candidate has 5+ years in CX or Support with frontline management, and a track record of scaling teams in a startup or scale-up. This remote role may transition to a Chandler, AZ hybrid schedule.