benepass - Customer Experience Associate

• 2+ years of experience in a customer-facing support role, preferably in a high-volume environment. • Hands-on experience supporting customers across phone, chat, and email channels, with the ability to confidently move between channels as business needs change. • Experience handling multiple concurrent live chat conversations while maintaining exceptional customer service. • Strong verbal communication skills and confidence speaking with customers over the phone. • Excellent written communication skills with exceptional attention to detail. • Experience working within fintech, payments, HR technology, benefits administration, banking, or another regulated industry is strongly preferred. • Proven ability to prioritize work effectively, stay organized while managing multiple tasks, and self-serve by using available tools and resources before escalating. • Demonstrated experience in a performance-based role where success is measured by output, productivity, service levels, and quality. • Experience using modern customer support platforms such as Intercom, Zendesk, Salesforce, or similar. • Proficient with Google Workspace and Slack. • Ability to commute to our Chandler office for an initial period of onsite training, and then transition to work hybrid 2–3 days per week. • Previous startup or high-growth company experience. • Experience using—or strong curiosity about using—AI tools such as ChatGPT, Claude, Gemini, or similar to improve workflows, research, communication, documentation, and problem-solving. • Experience identifying opportunities for operational improvements and process optimization. • Familiarity with workforce management concepts such as staffing, scheduling, or service levels. • Bilingual or multilingual. • Passion for continuous learning and helping build a world-class Customer Experience organization.