Customer Experience Quality & Enablement Manager

📋 Description

• Build and scale Benepass' Quality Assurance program across email, live chat, and phone.
• Develop quality scorecards, audit processes, calibration routines, reporting, and coaching
• Partner with Customer Experience leaders to improve performance through coaching, feedback, and
• Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce
• Design and deliver ongoing enablement programs covering product updates, call etiquette
• Analyze quality trends, customer feedback, and operational data to identify root causes and

🎯 Requirements

• 5+ years in Customer Support, Customer Experience, Quality Assurance, Support Operations, or
• Experience building or significantly scaling a Quality Assurance program.
• Experience creating QA scorecards, calibration programs, coaching frameworks, and quality reporting.
• Experience supporting multi-channel teams across email, chat, and phone.
• Strong knowledge management experience including Help Centers, macros, SOPs, and voice & tone
• Exceptional written communication, analytical, and problem-solving skills.

🎁 Benefits

• 95% coverage of medical, dental, and vision
• $250 WFH setup (one time)
• $500/year Learning & Development Benefit
• $150/month cell phone + internet
• $100/month Wellness
• $100/month Co-working and Commuter Benefit