Director of Customer Experience, Benepass

• 7+ years of experience in customer support or service operations, with at least 4 years in director-level leadership roles
• Demonstrated success scaling support teams (2x or greater) while maintaining or improving quality metrics
• Experience implementing and managing multiple support channels (e.g., email, chat, phone)
• Strong background establishing forecasting, capacity planning, and support analytics
• Proven track record of improving support efficiency through process and technology enhancements
• Experience leading through change and quickly adapting to new environments
• Exceptional communication, presentation, and interpersonal skills
• Data-driven approach to decision making and process improvement
• Bachelor's degree or equivalent practical experience

Desirable

• We are seeking an experienced Director of Customer Experience to lead and develop our growing support organization
• This role will be responsible for scaling our support teams in both size and modality, including expanding into live support
• You will drive strategic planning for volume management, implement proactive trend analysis, and create processes that enhance team productivity while maintaining exceptional service quality
• The ideal candidate will quickly acclimate to our environment and earn the trust of an established team while introducing innovative improvements
• In this role, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support
• Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently
• You'll help shape the support and technology infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success
• Lead, mentor, and develop a multi-channel customer experience team, strategically expanding into new support modalities
• Design and implement training programs that enable rapid team growth without sacrificing quality
• Create and execute staffing models that effectively address fluctuating support volumes
• Act as a manager of managers, driving excellence and consistency among several support teams
• Foster a collaborative, customer-centric culture focused on continuous improvement
• Act as a representative for the customer experience function when facing external stakeholders
• Develop comprehensive volume forecasting models to anticipate support needs across channels
• Identify support trends and patterns to inform proactive resourcing and process improvements
• Establish and track meaningful KPIs that drive team performance and customer satisfaction
• Provide regular reporting on support metrics and operational health to executive leadership
• Conduct annual planning on behalf of the Customer Experience organization
• Identify and implement process improvements that increase support team efficiency
• Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume
• Leverage ongoing developments in agentic AI to enable scale and speed in support resolutions
• Develop and refine support workflows and knowledge management systems
• Implement tools and technologies that enhance support team productivity
• Define and maintain service level agreements that balance customer needs with operational efficiency
• Develop strategies to reduce resolution times while increasing customer satisfaction
• Implement feedback mechanisms to continuously improve the support experience
• Create escalation frameworks that ensure critical issues receive appropriate attention
• Quickly establish credibility with the existing support organization
• Implement changes thoughtfully, with clear communication and team buy-in
• Balance respect for established practices with introduction of necessary improvements
• Build collaborative relationships across departments to enhance the overall customer experience