Customer Experience Quality & Enablement Manager

ABOUT US At 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 MISSION Helping companies reimagine how companies take care of their people. OUR INVESTORS We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital. ARTICLES - Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti - Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs CANDIDATE RESOURCES - Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q TEAM & ROLE As the Customer Experience Quality & Enablement Manager, you'll build and scale the programs that help our support team deliver accurate, consistent, and exceptional customer experiences. You'll own quality assurance, knowledge management, training, and support enablement across email, live chat, and phone. You'll define what great support looks like by developing quality standards, scorecards, coaching frameworks, calibration processes, and reporting that help leaders improve team performance. You'll also own the Help Center, support macros, and voice and tone standards to ensure customers receive clear, consistent support at every touchpoint. This is a highly cross-functional role for someone who enjoys building programs from the ground up, partnering across teams, and leveraging data and AI to continuously improve both the customer and teammate experience. WHAT YOU'LL DO AT BENEPASS - 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 to improve consistency and reduce contact rate. - 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 cross-functionally 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. ABOUT YOU - You're passionate about building scalable quality and enablement programs. - You have excellent written communication skills and a strong eye for detail, consistency, and customer experience. - You enjoy coaching others and providing actionable feedback that improves performance. - You're analytical and use data to identify trends, root causes, and opportunities for improvement. - You're comfortable working across email, live chat, and phone support environments. - You build strong partnerships and influence others without direct authority. - You're curious about AI and excited to apply new techn…