Customer Experience Quality & Enablement Manager
New
B
BenepassFintech
U.S RemoteFull-TimeManager
SalaryBase salary of $90,000 to $110,000 + Equity
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceQuality AssuranceZendeskCustomer support
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.
Responsibilities
- 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.
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