Manager, Customer Experience
BenepassBenefits Administration company
Chandler, United States$100,000 - $125,000Manager
Centana Growth Partners
FoW Partners
Portage Ventures
Threshold Ventures
Modern Venture Partners
Operator Partners
Operations & Strategy
About the role
TL;DR
Manage a customer experience team, driving quality support and operational improvements.
- •As the Manager of Customer Experience, you will lead a growing team of Customer Experience Associates across multiple support channels.
- •You will own the day-to-day performance of the team, ensuring fast, high-quality, and consistent support while holding clear standards for accountability, productivity, quality, and customer outcomes.
- •Key Responsibilities Lead and manage a team of Customer Experience Associates across multiple support channels.
- •Build operating rhythms, workflows, staffing practices, coaching programs, and performance expectations for a fast-moving, multi-channel environment.
- •Troubleshoot complex user issues, manage escalations, and improve processes shaping the customer experience.
- •Use data to manage channel performance, service levels, capacity, quality, and productivity.
- •Identify recurring customer pain points and partner cross-functionally to drive improvements.
- •Requirements 5+ years of experience in Customer Experience or Customer Support, including at least 3 years directly managing frontline support teams.
- •Demonstrated experience leading a multi-channel support environment (live chat, phone).
- •Proven ability to build and improve operational processes, workflows, and performance standards.
- •Track record of managing, coaching, and performance-managing support professionals through team growth.
- •Strong analytical and technical aptitude, with experience using data and KPIs to manage performance.
Required skills
CoachingPerformance ManagementProduct Management
Domain expertise
fintechhrtech
Benefits & perks
Equity, Medical, dental, and vision coverage, WFH setup, Learning & Development Benefit, Cell phone + internet stipend, Wellness stipend, Co-working and Commuter Benefit, Team onsites, Flexible PTO