People Experience Support Agent - Benepass

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.

Team & Role

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: you will 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. You’ll also 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.

Role Location & Travel

This remote role is based in the United States. You will be expected to attend company-wide on-site events one to two times per year, as well as occasional on-site office travel as necessary.

What You’ll Do

• IT Helpdesk & Employee Support: 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, with particular focus on account provisioning, access changes, permissions, password resets, and timely access removal; keep employees informed and escalate sensitive or specialized requests.
• Employee Expenses & Benefits: Process and audit employee expense submissions in line with policy. Administer HSA and LSA enrollments and ongoing changes, coordinate manual benefits processes for providers without reliable integrations, and help employees with routine questions.
• Workplace Technology & Equipment: Order and track laptops and accessories, coordinate delivery and setup, and fulfill hardware and software requests. Learn internal platforms to manage basic account provisioning, access changes, password resets, and software licensing. Troubleshoot common issues and explain steps clearly to employees.
• Onboarding, Offboarding & People Administration: Coordinate checklists with Trust and People Operations, including laptop setup, welcome kits, standard access changes, and timely I-9 completion and verification following established procedures. Maintain org charts; track mandatory training and document acknowledgments; send reminders and follow up on overdue items.
• AI & Service Improvement: Use approved AI tools to streamline support and improve AI-generated responses. Share feedback on what works, identify recurring employee friction, and contribute to small improvements to support workflows.

About You

• Customer Experience & Support: 1–2 years in customer experience (CX), customer support, technical support, or internal IT support.
• Organization & Accuracy: Strong attention to detail, comfort working with spreadsheets and reconciling data, and dependable follow-through across multiple requests.
• Learning New Tools: Experience with a ticketing or customer support platform and collaboration tools such as Slack. You learn new software quickly and enjoy helping people work through technical issues.
• Communication & Judgment: Clear, patient communication and good judgment when resolving requests, protecting confidential information, and knowing when to escalate.
• AI Mindset: Curiosity about using AI tools to improve everyday workflows, with care and sound judgment in how they are applied.

Bonus Skills

• Previous experience working in a tech startup or remote-first environment.
• Exposure to expense management systems such as Expensify, Ramp, or Brex.
• Basic familiarity with Google Workspace Admin, Okta, or Mac device setup.