About Us At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce. Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self. Our Mission Helping companies reimagine how companies take care of their people. Our Investors We are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital. Articles - Founder Story - Jaclyn Chen - Benepass Raises $40M Series B Candidate Resources - Benepass | Candidate Resource Page - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 The Role We are seeking a strategic and operationally strong Senior Director of Customer Experience to lead and scale Benepass’s Customer Experience organization. This leader will oversee two core functions: (1) our Customer Support team serving both enterprise administrators and end users on the Benepass platform, and (2) our Claims Operations team responsible for claims adjudication and processing. This role will define and execute the vision and operating model for Customer Experience, ensuring we consistently deliver timely, accurate, and empathetic support across every customer interaction. The Senior Director will be accountable for end-to-end service performance, including customer satisfaction, quality, responsiveness, and operational efficiency. They will establish clear service standards and KPIs, implement scalable processes and tooling, and build the infrastructure - people, systems, workflows, and reporting - required to support a growing customer base. This leader will drive continuous improvement across support and claims operations, identifying opportunities to streamline workflows, reduce friction, improve first-contact resolution, and elevate the overall customer journey. Beyond day-to-day operations, this leader will also translate customer insights and operational data into clear product, process, and tooling improvements, partnering cross-functionally to resolve root causes, enhance the customer experience, and inform roadmap decisions. The ideal candidate brings deep experience scaling multi-channel support organizations in high-growth environments and has built and optimized core support operations capabilities, including training, quality assurance, knowledge management, workforce management, and capacity planning. They are fluent in AI-powered support delivery and have successfully implemented AI solutions that improve speed, accuracy, and customer satisfaction while driving operational leverage. This leader has experience managing managers and developing layered teams, setting clear performance and quality standards, and fostering a culture of accountability and continuous improvement. They are highly metrics-oriented, with strong command of CX performance indicators (e.g., CSAT, NPS, SLA adherence, FCR, AHT, quality, productivity, accuracy), and are comfortable building executive-level reporting that translates operational data into clear business insights and recommendations. Experience launching new channels of support and managing and optimizing relationships with external vendor partners (BPOs) is strongly preferred. What You’ll Do Set the Vision & Operating Model for Customer Experience - Define and execute the long-term vision and service model for Customer Experience, aligning support and claims operations to company growth objectives. - Own the annual planning process for CX, identifying strategic priorities, major initiatives, service model evolutions, and investment needs. - Establish the operating framework, governance, and performance standards required to scale a high-quality, multi-channel support organization. - Design and implement AI-powered support delivery mechanisms to improve efficiency and service quality. Lead & Scale a High-Performing Organization - Lead, develop, and scale the Customer Experience and Claims org, managing managers, FTEs, vendors, and contractors, and building a strong leadership bench within the team. - Design and implement clear career pathways and succession plans to support long-term organizational health. - Foster a high-performance, accountability-driven culture grounded in service excellence, operational discipline, and continuous improvement. Build Scalable Infrastructure & Support Operations - Stand up and mature critical support operations capabilities - including knowledge management, workforce management, training and enablement, quality assurance, tooling, and reporting infrastructure - to enable efficient, high-quality scale. - Develop robust capacity and volume forecasting models across a multi-channel environment to inform hiring plans, budget decisions, and service targets; evaluate and implement workforce planning technology as complexity grows. - Introduce operational rigor by defining productivity standards, quality benchmarks, and performance management systems that ensure consistency and accountability. What You Bring - 10+ years of experience in Customer Experience, Support, or Operations leadership, with demonstrated success scaling multi-channel support organizations in high-growth environments. - Experience leading managers, support operations functions, with a track record of developing high-performing, metrics-driven CX teams. - Proven ability to design and implement scalable operating models, including capacity planning, volume forecasting, and workforce management across multiple support channels. - Experience building and maturing support operations infrastructure, including knowledge management, QA programs, training and enablement, reporting, and tooling ecosystems. - Demonstrated success scaling a process-driven or compliance-sensitive function (e.g., claims adjudication, financial operations, benefits administration, or similar) while maintaining high quality and SLA adherence. - Strong command of CX performance metrics (CSAT, NPS, FCR, AHT, SLA attainment, productivity, quality, accuracy) and experience translating operational data into executive-level insights and action plan. - Experience implementing and leveraging AI-enabled support technologies (e.g., chatbots, agent assist, automation, intelligent routing, workflow optimization) to drive efficiency and enhance customer outcomes. - Track record of introducing operational rigor, establishing clear productivity and quality standards, and driving measurable performance improvement. - Experience managing and optimizing relationships with external vendor partners or BPOs. - Strong cross-functional leadership skills, with the ability to influence Product, Engineering, Operations, and Revenue teams to address systemic drivers of customer friction. - Excellent executive communication skills, with comfort presenting operational performance, risks, and strategic plans to senior leadership. - A systems thinker who balances customer empathy with operational discipline and scalable process design. Compensation - Base salary of $180,000 to $210,000 + equity. Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience. What We Offer - 95% coverage of medical, dental, and vision - Fantastic benefits (of course 😃), including: - $250 WFH setup - $150/month cell phone + internet - $100/month Wellness - We offer several team onsites a year - Flexible PTO At Benepass, we are working towards reimaging how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.

Role Description Hast du Bock auf Premium-Kundenservice, Eskalationsmanagement und Prozessaufbau? Spannend, wir nämlich auch. Wir wollen in den nächsten Jahren den Premium-Standard für künstliche Weihnachtsbäume in Europa weiter ausbauen – mit einem Kundenerlebnis, das genauso hochwertig ist wie unser Produkt. - Operativer Kundenservice (Hands-on) - Eigenständige Bearbeitung von Support-Tickets, E-Mails und Telefonanfragen - Betreuung von Reklamationen, Lieferfragen sowie Produkt- und Rechnungsrückfragen - Lösung sowohl von Standardfällen als auch komplexen Sonderfällen - Letzte Eskalationsinstanz bei schwierigen Kundensituationen - Eskalations- & Kulanzmanagement - Verantwortung für Kulanzentscheidungen, Sonderlösungen und Ausnahmen - Abstimmung mit Logistik, Fulfillment, IT und PR bei kritischen Fällen - Betreuung sensibler Spezial- und Installationsfälle - Aufbau & Führung des saisonalen Support-Teams - Aufbau eines skalierbaren Kundenservice-Teams für die Peak-Saison - Mitwirkung bei Auswahl, Onboarding und Rollenverteilung - Fachliche Führung während der Saison inkl. Schichtmodell - Laufende Feedback- und Qualitätsgespräche - Prozesse, Standards & Qualitätssicherung - Aufbau und Dokumentation klarer Service-Prozesse und Eskalationsregeln - Erstellung und Pflege von Leitfäden, Antwortvorlagen und Fallbeispielen - Standardisierung von Tonalität, Kulanzregeln und Vorgehensweisen - Ticket-Checks und kontinuierliche Verbesserung - Steuerung externer Dienstleister - Erstellung klarer Briefings für externen Telefon-Support - Schulung externer Partner zu Produkten und Sonderfällen - Sicherstellung einheitlicher Kommunikation und korrekter Aussagen - Schnittstellenarbeit & Feedback ins Unternehmen - Austausch mit Logistik, Produktentwicklung und Marketing - Rückmeldung bei wiederkehrenden Problemen oder Missverständnissen - Beitrag zur Verbesserung von Website, Produkt und Kundenerlebnis Qualifications - Mehrjährige Erfahrung im professionellen Kundenservice - Sehr starke Kommunikationsfähigkeit auf Deutsch und Englisch (schriftlich & telefonisch) - Erfahrung im Eskalations- und Beschwerdemanagement - Hohe Stressresistenz in saisonalen Peak-Phasen - Strukturierte, lösungsorientierte Arbeitsweise - Fähigkeit, Verantwortung zu übernehmen und Entscheidungen zu treffen Requirements - Erfahrung in Teamführung oder fachlicher Leitung - Erfahrung mit Tools wie Zendesk oder vergleichbar - Background im E-Commerce oder Premium-Produktumfeld Benefits - Premium-Produkt mit hohem Differenzierungspotenzial - Hoher Gestaltungsspielraum und direkte Ergebnisverantwortung - Ownership-Kultur statt Micromanagement - Attraktives Bonusmodell - Sichtbarer Impact auf Wachstum und Marktposition Company Description Wir sind ein ambitioniertes Team und unsere Mission besteht darin, unseren Kunden ein Premium-Erlebnis zu liefern – von der ersten Bestellung bis zur perfekten Lösung im Sonderfall.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This is a remote position. Do you enjoy helping customers and keeping operations running smoothly behind the scenes? Want a role where your communication and organization skills make a real impact? You'll have the flexibility to work remotely, support two growing businesses, and play a key role in delivering reliable services to customers. If you're organized, proactive, and thrive in a fast-paced support role, this opportunity could be a great fit for you. The Role: Bilingual Customer Service & Operations Specialist (English & Spanish) Imagine being the first person a customer connects with when they need help. You’re not just answering calls or replying to messages. You’re coordinating interpreter schedules, assisting customers with service requests, processing orders, and making sure the right people have the right information at the right time. When a new request comes in, you’re on it. When schedules need confirmation or orders need processing, you make sure everything moves forward smoothly. You don’t just complete tasks, you keep operations moving. Behind every scheduled interpretation, processed order, and completed invoice is a customer or business relying on your support. You’ll ensure nothing slips through the cracks, keep records organized, and help both businesses run efficiently. And when things are quieter? You’ll assist with administrative tasks, making sure every day helps move the business forward. What Your Days Might Look Like: - Provide remote administrative and operational support for two businesses (translation services and printer cartridge distribution). - Serve as the primary remote support when the client’s in-house assistant is unavailable. - Manage customer communications via phone, text, voicemail, and email using Vonage and Gmail. - Coordinate interpretation services, including scheduling appointments, assigning interpreters, confirming job details, and monitoring schedules. - Triaging service requests and determining interpreter availability. - Enter service details and maintain accurate records of interpretation jobs, clients, and billing information. - Generate, send, and track invoices for completed services and customer orders. - Process and track payments using Square. - Manage order entry and fulfillment for printer cartridge sales and deliveries. - Monitor inventory levels and coordinate restocking with vendors when supplies run low. - Coordinate service requests and repair scheduling with technicians. - Track shipments and deliveries using UPS tools and coordinate with delivery personnel. - Maintain organized records, schedules, and documentation across both businesses. - Assist with general administrative tasks to ensure smooth daily operations. Qualifications - You’re bilingual in English and Spanish. - You have strong administrative experience with data entry, scheduling, and invoicing. - You’re comfortable handling inbound calls, voicemails, and email communication professionally. - You’re highly detail-oriented and organized, especially when working with numbers, orders, and invoices. - You can manage multiple workflows across two different businesses simultaneously. - You’re proactive, reliable, and responsive, ensuring nothing slips through the cracks. - You enjoy collaborating with a remote team and keeping operations running smoothly. - You are willing to work in a US time zone schedule. - You can secure the required technical setup, including: - At least a 720p HD webcam - A noise-canceling headset - A primary internet connection of at least 25 Mbps - A backup laptop, backup internet device, and backup power source - A main computer with at least Intel Core i5 (or equivalent) and 8 GB RAM - A backup computer with at least Intel Core i3 and 4 GB RAM Benefits - We pay you fairly and on time. - We provide prepaid HMO coverage for your peace of mind. - We help you grow with tools, training, and honest feedback. - We celebrate your wins. - And above all, we actually care. Important Reminder ClearDesk does not ask for any monetary payments or fees as part of our employment process. If you encounter any request for payment, please disregard it and report it to us immediately. For your security, please ensure that all communications are conducted through emails originating from (@cleardesk.com or @cleardeskteam.com). Disclaimer Candidates who apply for this position may be re-profiled to similar roles depending on their qualifications, experience, and current market demand.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Financial Services Representative (FSR) plays a critical role in supporting patients through the financial aspects of fertility care. This position is responsible for: - Insurance verification - Financial counseling - Treatment cost estimates - Payment coordination for fertility services, including diagnostic testing and treatment The FSR serves as a knowledgeable, compassionate resource for patients navigating complex coverage and payment options. Key Responsibilities - Patient Financial Counseling - Provide clear, empathetic financial counseling to patients regarding fertility treatment costs, insurance benefits, and out-of-pocket responsibilities - Review treatment plans with patients and explain financial obligations prior to the start of care - Assist patients with understanding coverage for diagnostic services, infertility treatments, IVF, IUI, fertility preservation, and related medications - Insurance Verification & Authorization - Verify insurance eligibility and benefits for infertility and reproductive services - Obtain prior authorizations and referrals as required - Communicate with insurance carriers to resolve benefit questions, denials, and coverage discrepancies - Billing & Payment Coordination - Generate accurate treatment estimates/consents and collect payments according to clinic policy - Ensure financial clearance prior to services/treatment start dates - Complete verification of superbills in a timely manner monitoring accounts for accuracy and completeness - Collaboration & Documentation - Work closely with physicians, nursing staff, and clinical coordinators to align financial and clinical workflows - Maintain accurate and timely documentation in the electronic medical record (EMR) and billing systems - Support compliance with clinic policies, payer requirements, and HIPAA regulations - Patient Advocacy & Support - Serve as a patient advocate by addressing financial concerns with professionalism, discretion, and sensitivity - Respond promptly to patient inquiries via phone, email, and in person - Contribute to a positive patient experience during what can be a highly emotional treatment journey Qualifications - High school diploma or equivalent - Minimum of 2 years’ experience in medical billing, insurance verification, or financial counseling - Strong understanding of insurance plans, benefits, and prior authorization processes - Excellent communication, organizational, and customer service skills Preferred Qualifications - Experience in infertility, reproductive endocrinology, OB/GYN, or specialty medical practice - Familiarity with ART procedures and fertility benefit structures - Experience with EMR and practice management systems - Associate’s or Bachelor’s degree in healthcare administration, business, or related field Skills & Competencies - Compassionate and patient-centered approach - Ability to explain complex financial and insurance information clearly - Strong attention to detail and accuracy - Ability to manage multiple priorities in a fast-paced clinical environment - Professionalism and discretion when handling sensitive information Work Environment - Remote home office location