Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT
primarily during core UK hours (9am–6pm, Monday to Friday)
Identifying widespread issues and communicating their impact to the product team; backing this up with data and impact analysis
Implementing Intercom workflows to automate and improve existing processes
Troubleshooting and resolving technical and product-related issues with efficiency and within our SLAs
Becoming a Ben product expert and using that knowledge to educate and empower customers
Identifying trends in support queries and escalating complex or recurring issues to the right teams
Creating and maintaining help centre content to enable self-service and support at scale
Owning internal Support process and knowledge documentation
Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
Taking part in and leading team meetings, training sessions, and internal product updates

2+ years of experience in customer service in a fast-moving B2B SaaS company
Excellent written and verbal communication skills
Strong analytical thinking and problem-solving ability
Solid technical aptitude
you enjoy digging into details and finding answers
Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms
Excellent organisational skills
you know how to manage your time, prioritise effectively, and stay on top of your queue
A professional or native-level proficiency (C1 or above) in English and Spanish

💰 Competitive base salary + equity, so you own what you build
💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by €50 for each year of service until you reach €250
🏠 £500 work from home allowance to help you set yourself up for success, whether that's a standing desk, a comfy chair, or the tech setup that works best for you
📚 £1,000 annual L&D budget to invest in your professional development, from conferences and courses to coaching and books
🏖 28 days of holidays a year plus bank holidays, and an option to buy or sell 2 days per year. Also, your annual holiday entitlement will increase to 30 days after your 3rd year of service!
🎈 Day off for your birthday
🧠 Comprehensive and tailored mental health support and professional coaching through a leading provider
🌴 Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones.
🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
❤️ Comprehensive Private Medical Insurance
💌 Funded Life Assurance cover with the option to voluntarily increase
this also includes an annual health check

Senior Customer Support Agent

Key skills