Customer Support Agent at Ben

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, HR Tech, BenefitsIndustries

Requirements

2+ years of experience in customer service in a fast-moving B2B SaaS company
Excellent written and verbal communication skills
Strong analytical thinking and problem-solving ability
Solid technical aptitude - enjoys digging into details and finding answers
Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms
Excellent organisational skills - knows how to manage time, prioritise effectively, and stay on top of queue
Professional or native-level proficiency (C1 or above) in English
Comfortable working in a fast-paced environment
Ready to own results and be held accountable
Willing to think outside the box and not maintain the status-quo
Comfortable with ambiguity and lack of heavy structure/processes (startup environment)
Proactive, does not wait for others or instructions

Responsibilities

Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner while maintaining excellent CSAT
Covering all UK working days (may occasionally work public holidays)
Troubleshooting and resolving technical and product-related issues efficiently within SLAs
Becoming a Ben product expert and using that knowledge to educate and empower customers
Identifying trends in support queries and escalating complex or recurring issues to the right teams
Creating and maintaining help centre content to enable self-service and support at scale
Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
Taking part in team meetings, training sessions, and internal product updates

Skills

Customer Service

SaaS

Troubleshooting

Debugging

Analytical Thinking

Problem-Solving

Communication Skills

Email Support

Chat Support

Phone Support

CSAT

SLAs

Ben

SaaS platform for managing employee benefits

About Ben

Ben offers a platform that simplifies employee benefits management for businesses. It allows HR departments and employees to access various benefits, such as health and dental, through the Ben Card, which provides preferred rates. The platform operates on a subscription-based SaaS model and stands out by automating benefits administration and providing a user-friendly self-serve interface for employees. Ben's goal is to enhance the benefits experience for both employers and employees while offering cost savings through its broker network.

London, United KingdomHeadquarters

2019Year Founded

$18.9MTotal Funding

SERIES_ACompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees

Risks

Increased competition from HRtech startups could dilute Ben's market share.

Economic downturns may lead to reduced spending on employee benefits.

Data privacy concerns and regulations pose challenges for managing sensitive information.

Differentiation

Ben combines SaaS platform with per-employee Mastercards for personalized benefits.

The Ben Card offers access to hundreds of additional benefit options.

Ben's platform integrates with existing HR tools for seamless benefits management.

Upsides

Ben raised $16 million to enhance its software and payments technology.

Increased demand for flexible benefits platforms due to remote work trends.

Growing interest in financial wellness programs as part of employee benefits.

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