Customer Experience Quality & Enablement Manager

Benepass

Customer experience quality manager scaling QA, knowledge management, and enablement for Benepass' customizable employee benefits fintech platform. Improving support consistency across email, chat, and phone.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and scaling Quality Assurance programs, with a strong focus on multi-channel customer support and knowledge management. Proficient in analyzing quality trends and leveraging AI tools to enhance operational efficiency and customer experience.

Highest-signal resume keywords

Quality Assurance Program DevelopmentMulti-Channel Customer SupportQA Scorecard CreationKnowledge ManagementAI Tool Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceCustomer SupportQuality ReportingCoaching FrameworksAnalytical SkillsProblem-SolvingOnboarding Program DesignTraining Program DevelopmentHelp Center ImprovementSOP Creation

Soft Skills

Exceptional Written CommunicationFeedback DeliveryCoaching

Tools & Technologies

IntercomZendeskSalesforceMaestroQAKlausPlayvoxObserve.AI

Industry Keywords

FintechHR TechnologyBenefitsBankingRegulated Industry

About the role

Key responsibilities & impact

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
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 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

What you’ll need

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

Benefits

Comp & perks

95% coverage of medical, dental, and vision
$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
Several team onsites a year
Flexible PTO
Equity