Customer Experience Quality & Enablement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and expand Benepass' Quality Assurance program across email, live chat, and phone channels.

• Create quality scorecards, auditing processes, calibration routines, reporting mechanisms, and coaching frameworks.

• Collaborate with Customer Experience leaders to enhance performance through coaching, feedback, and training initiatives.

• Take charge of the Help Center, support macros, as well as voice and tone guidelines.

• Design and implement ongoing training programs that address product updates, call etiquette, communication skills, and support best practices.

• Examine quality trends, customer feedback, and operational data to uncover root causes and suggest enhancements.

• Collaborate with Product, Engineering, Operations, Compliance, and Customer Success teams to elevate the customer experience.

• Utilize AI and automation for improved quality monitoring, knowledge management, coaching, and operational efficiency.

⛳️ Requirements

• Over 5 years of experience in Customer Support, Customer Experience, Quality Assurance, Support Operations, or Enablement.

• Proven track record in building or significantly scaling a Quality Assurance program.

• Experience in developing QA scorecards, calibration programs, coaching frameworks, and quality reporting.

• Background in supporting multi-channel customer support teams, including email, chat, and phone.

• Strong expertise in knowledge management, encompassing Help Centers, macros, SOPs, and voice & tone standards.

• Outstanding written communication, analytical, and problem-solving abilities.

• Familiarity with technical products and experience with platforms such as Intercom, Zendesk, Salesforce, or similar tools.

• Background in utilizing AI tools to enhance quality, coaching, documentation, or operational workflows.

• Experience in fintech, HR technology, benefits, banking, or other regulated industries is an advantage.

• Previous experience in a startup or high-growth environment is a plus.

• Familiarity with QA platforms such as MaestroQA, Klaus, Playvox, Observe.AI, or similar is an asset.

• Experience in designing onboarding, training, or enablement programs is beneficial.

• Proven success in improving Help Center performance, self-service options, or contact rate is an advantage.

• Bilingual or multilingual capabilities are a plus.

🏝️ Benefits

• 95% coverage of medical, dental, and vision expenses.

• One-time $250 Work From Home setup allowance.

• $500 per year for Learning & Development activities.

• $150 monthly stipend for cell phone and internet expenses.

• $100 monthly Wellness allowance.

• $100 monthly benefit for co-working and commuting expenses.

• Multiple team retreats each year.

• Flexible paid time off (PTO).

• Equity opportunities.