Customer Experience Quality & Enablement Manager

Benepass is a company focused on making benefits easy and customizable for the workforce. The Customer Experience Quality & Enablement Manager will build and scale programs to ensure exceptional customer experiences through quality assurance, training, and support enablement.

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

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
• Experience working in fintech, HR technology, benefits, banking, or another regulated industry
• Previous startup or high-growth company experience
• Experience with QA platforms such as MaestroQA, Klaus, Playvox, Observe.AI, or similar
• Experience designing onboarding, training, or enablement programs
• Experience improving Help Center performance, self-service, or contact rate
• Bilingual or multilingual