Manager, Customer Experience
Benepass —Chandler, AZ
- $100,000 - $125,000 a year
- Full-time
- Hybrid work
- 5 years
- Analysis skills
- Organizational skills
- Commuter assistance
- Health insurance
Client Experience Director
Dew Wealth Management —Scottsdale, AZ
- $70,000 - $130,000 a year
- Full-time
- Office
- Bachelor's degree
- In-person
- Health insurance
- Dental insurance
Customer Support Supervisor, Escalations & QA
Kikoff —Phoenix, AZ
- $73,000 - $98,000 a year
- Senior level
- 4 years
- Leadership
Customer Experience Team Lead
Whatnot —Phoenix, AZ
- $90,000 - $100,000 a year
- Full-time
- Remote
- 5 years
- SQL
- Supervising experience
- Paid parental leave
- Health insurance
Principal Customer Support Management Professional
Honeywell Aerospace —Phoenix, AZ
- Full-time
- Senior level
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4d
Customer Service Manager
Process Distribution Group —Chandler, AZ
- $80,000 a year
- Full-time
- Sales
- Marketing
- Mid-level
Quick Apply
Client Service Administrator
Allworth Financial —Phoenix, AZ
- $75,000 - $85,000 a year
- Full-time
- Hybrid work
- Bachelor of Science
- Mid-level
- Office
- Health savings account
- Paid holidays
3d
Senior Customer Relations Supervisor
Ancestry.com —Scottsdale, AZ
- Full-time
- Background check
- Google Workspace
- Research
5d
PWM Client Services Team Leader
U.S. Bank National Association —Scottsdale, AZ
- $75,820 - $89,200 a year
- Full-time
- Bachelor's degree
- US work authorization
- Fair chance
- Paid holidays
- Disability insurance
Customer Service Manager, Airport Customer Operations - Phoenix PHX
American Airlines —Phoenix, AZ
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Health insurance
- Dental insurance
6d
Customer Experience Support Manager
10X Health System —Scottsdale, AZ
- $70,000 - $77,000 a year
- Weekends as needed
- Mid-level
- 3 years
- Experience equivalent to degree accepted
- Health insurance
Quick Apply
7d
Customer Service Manager, Airport Workforce Management - Phoenix PHX
American Airlines —Phoenix, AZ
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Health insurance
- Dental insurance
4d
Customer Implementation Delivery Leader
U.S. Bank National Association —Tempe, AZ
- $94,010 - $110,600 a year
- Full-time
- 5 years
- Office
- Bachelor's degree
- Paid holidays
- Disability insurance
10d
Membership Engagement Manager
Author & Edit Hospitality —Phoenix, AZ
- $70,000 - $75,000 a year
- Weekends as needed
- Management
- Writing skills
- Research
- Health insurance
- Dental insurance
11d
Customer Service Manager
1100 Applied Industrial Technologies, Inc. —Phoenix, AZ
- Urgently hiring
- Clean driving record
- English
- Mid-level
- 401(k)
- Tuition reimbursement
Customer Services Trainer/QC
Sonora Quest Laboratories —Phoenix, AZ
- Full-time
- Mid-level
- Organizational skills
- Business
Mgr, Field Service
Lam Research —Chandler, AZ
- Mid-level
- Supervising experience
- Bachelor's degree
Team Lead - Global Solutions Onboarding
U.S. Bank National Association —Tempe, AZ
- $98,175 - $115,500 a year
- Full-time
- 5 years
- Office
- Bachelor's degree
- Paid holidays
- Disability insurance
Command Center Operations Manager
Transdev —Phoenix, AZ
- $89,440 - $101,920 a year
- Full-time
- Background check
- Clean driving record
- Pass drug screening
- Disability insurance
- Health insurance
Director - Customer Success Operations
Clear Demand —Phoenix, AZ
- $125,000 - $135,000 a year
- Full-time
- Remote
- 5 years
- SQL
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply

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Manager, Customer Experience

Benepass
Chandler, AZ

Apply Now

Job Details

Full-time
$100,000 - $125,000 a year

Benefits

Commuter assistance
Health insurance
Dental insurance
Paid time off
Vision insurance

Qualifications

Live chat
Managing technical support teams
Email customer support
Texting/chatbox tools
Managing teams in a customer support role
Phone communication
Team leadership
Coaching
Performance management strategy
Change management
Managing clients in a customer support role
Team development
Quality performance measurement
Quality planning
Customer support
Operational excellence initiatives
Business operations
Technical support via email
Cross-functional collaboration
Technical Proficiency
Cross-functional communication
Analytics

Full Job Description

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
Benepass Raises $40M Series B

Candidate Resources

Benepass | Candidate Resource Page
Benepass Listed on Inc. Magazine's Best Workplaces of 2023

TEAM & ROLE

As the Manager of Customer Experience, you will report to the Senior Director of Customer Experience and lead a growing team of Customer Experience Associates across multiple support channels. You will own the day-to-day performance of the team, ensuring we deliver fast, high-quality, and consistent support while holding clear standards for accountability, productivity, quality, and customer outcomes.

This is a critical moment for our Customer Experience organization. We are launching live phone and chat support while significantly expanding the size of the team. You will help lead the organization through this transition by building the operating rhythms, workflows, staffing practices, coaching programs, and performance expectations needed to scale successfully in a fast-moving, multi-channel environment. You will bring urgency, sound judgment, and a strong operational mindset to both immediate execution and longer-term planning.

You will be a hands-on leader who is comfortable getting into the details with the team, troubleshooting complex or technical user issues, managing escalations, and improving the processes that shape the day-to-day customer experience. You will use data to manage channel performance, service levels, capacity, quality, productivity, and customer outcomes, and you will coach the team to balance quality with quantity rather than optimizing for volume alone. You will also identify recurring customer pain points, surface bugs and enhancement requests, and partner cross-functionally to drive better automation, product improvements, and more scalable support experiences.

Our ideal candidate is a seasoned Customer Experience leader who has successfully managed frontline and quality-focused support teams in a startup or scale-up environment. They have experience operating across email, live chat, and phone; managing through rapid change and team growth; creating accountability through clear goals and coaching; and building new processes when the existing playbook no longer fits. They are data-driven, AI-forward, technically curious, and energized by the opportunity to help a growing team do its best work.

This role will begin as a remote position.. However, this role may transition to a hybrid schedule based in our Chandler, Arizona office. Candidates should be open to the possibility of working from the Chandler office in the future if business needs require it.

ABOUT YOU

You understand how to scale a multi-channel Customer Experience organization through periods of rapid growth, including launching new channels, expanding team capacity, and adapting operating models as customer needs evolve.
You are a direct, supportive people leader who sets clear expectations, holds teams accountable, and invests deeply in coaching and career development. You know how to performance-manage with empathy and rigor, and you consistently coach to both quality and productivity.
You lead with urgency and are not afraid to get into the weeds. You enjoy solving ambiguous operational problems, creating new processes and procedures, and turning recurring customer and team pain points into practical, scalable improvements.
You are a systems-oriented, data-driven, and AI-forward operator. You use technology, automation, help desk workflows, and AI tools to help support teams work more effectively, while continuously identifying opportunities to automate repetitive work, improve the product, and elevate the customer experience.

REQUIREMENTS

5+ years of experience in Customer Experience or Customer Support, including at least 3 years directly managing frontline support teams in SaaS, healthcare, HR tech, insurance, fintech, or another complex, technology-enabled industry.
Demonstrated experience leading a multi-channel support environment, including live chat and phone, and successfully launching or scaling new channels while maintaining service levels and quality.
Proven ability to build and improve operational processes, channel workflows, escalation paths, quality programs, performance standards, and reporting in a rapidly changing scale-up environment.
Track record of managing, coaching, and performance-managing frontline and quality-focused support professionals through periods of team growth and organizational change.
Strong analytical and technical aptitude, with experience using data and KPIs to manage productivity, quality, capacity, and service levels; experience managing workflows in Intercom or a comparable help desk platform; and excellent cross-functional communication skills.

BONUS SKILLS

Experience in a startup or scale-up environment, fintech experience, hands-on use of AI or automation within a support organization, and experience building staffing or capacity models are strongly preferred.

COMPENSATION

Base: $100,000 - $125,000 + Equity

Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.

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
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.

Apply Now

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