Customer Experience Quality & Enablement Manager

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🔥 7 hours ago

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Benepass

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🛡️ Insurance

👥 HR Tech

💰 $12M Series A on 2021-09

Healthcare • Insurance • HR Tech

Benepass is a flexible benefits platform designed for people-first companies, offering a range of personalized and adaptable employee benefits solutions. With a focus on meeting the diverse needs of today’s global workforce, Benepass allows companies to provide customized benefits packages that include health savings accounts, flexible spending accounts, wellness programs, professional development, and more. The platform emphasizes ease of use with features like card-first technology, automated enrollment, and real-time engagement metrics. Benepass supports companies in designing competitive benefits programs that enhance employee satisfaction and retention while staying aligned with corporate DEI and wellness values.

📋 Description

• Build and scale Benepass' Quality Assurance program across email, live chat, and phone • Develop quality scorecards, audit processes, calibration routines, reporting, and coaching frameworks • Partner with Customer Experience leaders to improve performance through coaching, feedback, and training • Own the Help Center, support macros, and voice and tone standards • Design and deliver ongoing enablement programs covering product updates, call etiquette, communication, and support best practices • Analyze quality trends, customer feedback, and operational data to identify root causes and recommend improvements • Partner with Product, Engineering, Operations, Compliance, and Customer Success to improve the customer experience • Leverage AI and automation to improve quality monitoring, knowledge management, coaching, and operational efficiency

🎯 Requirements

• 5+ years of experience in Customer Support, Customer Experience, Quality Assurance, Support Operations, or Enablement • Experience building or significantly scaling a Quality Assurance program • Experience creating QA scorecards, calibration programs, coaching frameworks, and quality reporting • Experience supporting multi-channel customer support teams across email, chat, and phone • Strong knowledge management experience, including Help Centers, macros, SOPs, and voice & tone standards • Exceptional written communication, analytical, and problem-solving skills • Experience supporting technical products and using platforms such as Intercom, Zendesk, Salesforce, or similar • Experience leveraging AI tools to improve quality, coaching, documentation, or operational workflows • Experience with fintech, HR technology, benefits, banking, or another regulated industry is a bonus • Previous startup or high-growth company experience is a bonus • Experience with QA platforms such as MaestroQA, Klaus, Playvox, Observe.AI, or similar is a bonus • Experience designing onboarding, training, or enablement programs is a bonus • Experience improving Help Center performance, self-service, or contact rate is a bonus • Bilingual or multilingual is a bonus

🏖️ Benefits

• 95% coverage of medical, dental, and vision • $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 • Several team onsites a year • Flexible PTO • Equity