Customer Experience Associate

Role overview Provide responsive, accurate, and empathetic customer support for a configurable employee benefits platform. You’ll handle questions across chat, phone, and email, resolve issues using internal resources, and help improve support processes as customer needs and workloads change.

Responsibilities - Support customers through chat, phone, and email, including multiple live chat conversations at once. - Meet service, quality, and hourly productivity expectations while balancing speed with accuracy. - Learn the product, support tools, and workflows; research and resolve issues independently, escalating complex cases when needed. - Work with product, operations, engineering, and customer success teams to resolve problems and represent customer needs. - Identify recurring questions and process improvements, and maintain internal support documentation. - Use AI tools thoughtfully to support research, communication, documentation, and problem-solving.

Requirements - At least two years in a customer-facing support role, preferably in a high-volume environment. - Experience supporting customers by phone, chat, and email, including concurrent live chats. - Strong spoken and written communication, attention to detail, and ability to manage competing priorities. - Experience in a performance-measured role with productivity, service, and quality targets. - Familiarity with customer support software such as Intercom, Zendesk, Salesforce, or similar, plus Google Workspace and Slack. - Ability to commute to the Chandler office for initial on-site training and then work on-site two to three days per week.

Nice to have - Background in fintech, payments, HR technology, benefits administration, banking, or another regulated sector. - Startup experience, process improvement skills, workforce scheduling familiarity, or multilingual ability. - Experience with AI tools or interest in applying them to support work.

Benefits and work setup - Initial on-site training followed by a hybrid schedule of two to three office days per week; schedules may include early starts, evenings, holidays, or weekends. - Listed pay is $24 per hour plus equity. - Medical, dental, and vision coverage is listed at 95%, alongside flexible paid time off, periodic team gatherings, and monthly wellness, connectivity, and coworking or commuting benefits. - Additional listed benefits include a one-time home-work setup allowance and an annual learning and development allowance.