[Hiring] People Experience Support Agent @Benepass

Role Description

At Benepass, the People Experience Support Agent is the first point of contact for employees seeking help across workplace technology, People processes, expenses, and benefits. This is an internal customer experience role:

• Listen, ask useful questions, troubleshoot routine issues, guide employees through clear next steps, and own requests through resolution or a thoughtful handoff.
• Success is measured primarily by prompt, accurate, empathetic ticket resolution.
• Spot recurring friction and use AI tools to make support more efficient and helpful.

Reporting to the Senior Director of People, you’ll partner with People Operations, Trust, Finance, and IT to deliver reliable, human-first service. You’ll learn internal tools and processes, guide employees through established procedures, and keep records accurate while protecting sensitive employee information.

Qualifications

• 1–2 years in customer experience (CX), customer support, technical support, or internal IT support.
• Experience working from a ticket queue and resolving requests promptly, accurately, and empathetically is valuable.
• Strong attention to detail, comfort working with spreadsheets and reconciling data, and dependable follow-through across multiple requests.
• Experience with a ticketing or customer support platform and collaboration tools such as Slack.
• Clear, patient communication and good judgment when resolving requests, protecting confidential information, and knowing when to escalate.
• Curiosity about using AI tools to improve everyday workflows, with care and sound judgment in how they are applied.

Requirements

• Own the first-line IT helpdesk queue and serve as the first point of contact for employee requests across workplace technology and People processes.
• Triage and resolve routine issues, focusing on account provisioning, access changes, permissions, password resets, and timely access removal.
• Process and audit employee expense submissions in line with policy.
• Administer HSA and LSA enrollments and ongoing changes.
• Order and track laptops and accessories, coordinate delivery and setup, and fulfill hardware and software requests.
• Coordinate checklists with Trust and People Operations, including laptop setup, welcome kits, and standard access changes.
• Use approved AI tools to streamline support and improve AI-generated responses.

Benefits

• Base salary: $55,000 to $67,000 + equity.
• 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.
• Flexible PTO.