Customer Experience Quality & Enablement Manager

WHAT YOU'LL DO AT BENEPASS

ABOUT YOU

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.

BONUS SKILLS

• Experience working in fintech, HR technology, benefits, banking, or another regulated industry.
• Previous startup or high-growth company experience.
• Experience with QA platforms such as MaestroQA, Klaus, Playvox, Observe.AI , or similar.
• Experience designing onboarding, training, or enablement programs.
• Experience improving Help Center performance, self-service, or contact rate.
• Bilingual or multilingual.

SUCCESS IN YOUR FIRST 6 MONTHS

COMPENSATION

• Base salary of $90,000 to $110,000 + Equity

What We Offer

• 95% coverage of medical, dental, and vision
• Fantastic benefits (of course 😃), including: $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
• $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
• We offer several team onsites a year
• Flexible PTO
• At Benepass, we are working towards reimagining 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.