Customer Support Agent, Ben
6 Month Fixed Term Contract
£24-28k
We're not your average benefits platform; we're the unordinary force that uplifts people's lives.
Job no longer available
We're not your average benefits platform; we're the unordinary force that uplifts people's lives.
21-100 employees
Job no longer available
£24-28k
21-100 employees
Company mission
To create a world where everything operates at its very best by changing the role of work from maintaining livelihoods to shaping lives.
Role
Who you are
- This role is perfect for someone who has deep technical expertise, strong analytical and debugging skills, and experience resolving complex customer issues in a fast-paced SaaS environment
- 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
What the job involves
- As a Customer Support Agent at Ben, you’ll be a key player in delivering world-class service to our users
- You’ll be the voice of our product, supporting our customers through a range of technical and product-related challenges with empathy, efficiency, and a problem-solving mindset
- Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT - primarily during core US hours (9am–6pm EST, Monday to Friday)
- This role is intended to cover all U.S. working days, you may occasionally be required to work on public holidays observed in your country when they do not align with U.S. holidays
- 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
- Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
- Taking part in team meetings, training sessions, and internal product updates
Application process
- Apply by 18 July 2025 at 00:00 BST
Our take
The way companies reward their employees today is often a one-size-fits-all model that hasn't evolved to meet the demands of the modern workforce.
Businesses wanting to attract top talent frequently look for ways to win over candidates with additional work perks like free lunches, healthcare and discounts. However, this benefits infrastructure is inflexible and so Ben wants to become this infrastructure.
By issuing prepaid payment cards to each team member, Ben allows employees to choose how they want to be rewarded. This unlocks benefits that people actually want while reducing the amount of admin. Ben is looking to solve the problem of benefit flexibility.
It's this handing over of autonomy that differentiates Ben from others in the space. By putting the decision-making in the hands of employees, it will allow companies to see how their workforce wants to be rewarded and extract meaningful insight through detailed spend analytics with zero hassle.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
25 people
Rhianna, Senior Front-end Engineer
Insights
Company
Funding (2 rounds)
Aug 2022
$18.5m
SERIES A
Jan 2021
$2.4m
SEED
Total funding: $20.8m
Company benefits
- 💳 £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 annual Learning & Personal Development Ben Balance: plus 3 days paid study leave a year to support you with your professional development
- 👩🏽💻 £500 work from home set up allowance, which you can put towards your home office
- 🏖 28 days of holidays a year + bank holidays
- 🌴 ...and an option to buy or sell days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
- 🧠 Comprehensive and tailored mental health support through a leading provider
- 🍿 Team activities to support spending time together and we frequently organise company wide events
- DNA Profiling & Epigenetic Testing
- Work-from-anywhere scheme
- Assisted reproduction paid leave & support
- Accelerated opportunity for career development and recognition through our Ben Springboard programme
- 🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
- 🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
- 💪 Access to a Classpass membership!
- ❤️ Comprehensive Private Medical Insurance, Healthcare Cash Plan & discounted cancer screening
- Cycle-to-work & electric vehicle salary sacrifice schemes
- Life insurance
Company values
- Drivers not passengers
- Ridiculously bold
- Give a Ben
- Open minds win
Company HQ
Barbican, London, UK
Leadership
Sebastian Fallert
(Co-Founder & CEO)Previously the MD of Secret Escapes (UK & Germany).
David Duckworth
(Co-Founder & COO)Worked in consulting and venture capitalism, and founded the SaaS marketplace Mixer.
People breakdown
11%
4%
4%
3%
57%
7%
14%
Asian
Black or African American
Hispanic or Latino
Multiracial / Multiethnic
White
Other
Unknown
Last updated on 04 December 2024
Diversity, Equity & Inclusion at Ben
Alicia Riley (Head of People)
- Here at Ben we’re committed to fostering and nurturing a culture that supports and actively encourages diversity, equity and inclusion. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know.
- We use structured interviews and scorecards to ensure that all candidates are assessed fairly using objective criteria and to mitigate against bias.
- We advertise on a variety of job boards and platforms, including ones committed to promoting diversity in tech and that enable diversity sourcing.
- We share our process in advance through our open-source interview guide, including proactively asking for accessibility and inclusion requirements.
- We actively encourage open feedback, discussions, and cross team collaboration, so that all voices are heard and listened to.
- We measure the diversity of both our candidates and our workforce, so that we can hold ourselves to account and make sure we’re building a representative culture as we grow.
- We support initiatives in our product that promote digital accessibility.
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