Benepass Benefits Overview

Serve as primary technical contact for clients, lead implementations (API integrations, SSO, carrier migrations), troubleshoot complex data and platform issues, scope customizations, document integrations and APIs, and partner with product and engineering to translate client needs into technical requirements.

Build and scale QA and enablement programs for email, chat, and phone support. Develop scorecards, audits, calibration, coaching, Help Center content, macros, and reporting. Use data and AI to analyze quality trends, reduce contact rates, and partner cross-functionally to improve customer experience and operational KPIs.

Manage a portfolio of SMB and/or mid-market customers through onboarding to ongoing success; drive adoption, training, and product education; monitor health metrics; identify upsell opportunities; communicate customer feedback to product and engineering; develop scalable processes and collaborate cross-functionally to ensure retention and growth.