Director, Customer Experience

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 MissionHelping companies reimagine how companies take care of their people.Our InvestorsWe are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital.ArticlesFounder Story - Jaclyn ChenBenepass Raises $20MCandidate ResourcesBenepass | Candidate Resource PageBenepass Listed on Inc. Magazine's Best Workplaces of 2023TEAM & ROLEWe are seeking an experienced Director of Customer Experience to lead and develop our growing support organization. This role will be responsible for scaling our support teams in both size and modality, including expanding into live support. You will drive strategic planning for volume management, implement proactive trend analysis, and create processes that enhance team productivity while maintaining exceptional service quality. The ideal candidate will quickly acclimate to our environment and earn the trust of an established team while introducing innovative improvements.In this role, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support. Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently. You'll help shape the support and technology infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success.WHAT YOU'LL DO AT BENEPASSTeam Leadership & ScalingLead, mentor, and develop a multi-channel customer experience team, strategically expanding into new support modalities.Design and implement training programs that enable rapid team growth without sacrificing quality.Create and execute staffing models that effectively address fluctuating support volumes.Act as a manager of managers, driving excellence and consistency among several support teams.Foster a collaborative, customer-centric culture focused on continuous improvement.Act as a representative for the customer experience function when facing external stakeholders.Strategic Planning and AnalyticsDevelop comprehensive volume forecasting models to anticipate support needs across channels.Identify support trends and patterns to inform proactive resourcing and process improvements.Establish and track meaningful KPIs that drive team performance and customer satisfaction.Provide regular reporting on support metrics and operational health to executive leadership.Conduct annual planning on behalf of the Customer Experience organization.Process Optimization and ProductivityIdentify and implement process improvements that increase support team efficiency.Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume.Leverage ongoing developments in agentic AI to enable scale and speed in support resolutions.Develop and refine support workflows and knowledge management systems.Implement tools and technologies that enhance support team productivity.Customer Experience EnhancementDefine and maintain service level agreements that balance customer needs with operational efficiency.Develop strategies to reduce resolution times while increasing customer satisfaction.Implement feedback mechanisms to continuously improve the support experience.Create escalation frameworks that ensure critical issues receive appropriate attention.Change Management & Team IntegrationQuickly establish credibility with the existing support organization.Implement changes thoughtfully, with clear communication and team buy-in.Balance respect for established practices with introduction of necessary improvements.Build collaborative relationships across departments to enhance the overall customer experience.REQUIREMENTSRequired Experience & Skills7+ years of experience in customer support or service operations, with at least 4 years in director-level leadership roles.Demonstrated success scaling support teams (2x or greater) while maintaining or improving quality metrics.Experience implementing and managing multiple support channels (e.g., email, chat, phone).Strong background establishing forecasting, capacity planning, and support analytics.Proven track record of improving support efficiency through process and technology enhancements.Experience leading through change and quickly adapting to new environments.Exceptional communication, presentation, and interpersonal skills.Data-driven approach to decision making and process improvement.Bachelor's degree or equivalent practical experience.Preferred QualificationsExperience in SaaS or technology companies, preferably in the fintech or benefits space.Background in building omnichannel support strategies.Knowledge of change management principles.Experience with support automation and AI-assisted service tools.COMPENSATIONBase salary of $150,000 to $180,000 + 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 Offer95% coverage of medical, dental, and visionFantastic benefits (of course ), including:$250 WFH setup$150/month cell phone + internet$100/month WellnessNo Meeting Wednesday!We offer several team onsites a yearFlexible PTOAt Benepass, we are working towards reimaging 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.

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