Customer Support Executive

About Us

Our Mission: We’re not your average benefits platform – we’re the driving force that uplifts people’s lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers. Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond.

Your Mission

As a Customer Support Agent at Ben, you’ll be a key player in delivering world-class service to our users. You’ll be the voice of our product, supporting our customers through a range of technical and product-related challenges with empathy, efficiency, and a problem-solving mindset. This role is perfect for someone who has deep technical expertise, strong analytical and debugging skills, and experience resolving complex customer issues in a fast-paced SaaS environment.

Responsibilities

• Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT - primarily during core US hours (9am–6pm EST, Monday to Friday)
• This role is intended to cover all U.S. working days, you may occasionally be required to work on public holidays observed in your country when they do not align with U.S. holidays.
• Troubleshooting and resolving technical and product-related issues with efficiency and within our 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

Qualifications

• 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 - you enjoy digging into details and finding answers
• Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms
• Excellent organisational skills - you know how to manage your time, prioritise effectively, and stay on top of your queue
• A professional or native-level proficiency (C1 or above) in English and Spanish

What You Won't Love About This Role

• Aren’t comfortable working in a fast paced environment
• Are not ready to own your own results and be held accountable
• Like maintaining the status-quo and aren’t willing to think outside the box
• Like a lot of structure and processes, we are a start-up and are still working things out and we don’t always know what’s next
• Are not comfortable with ambiguity, we will give you guidance but sometimes you have to work things out
• Wait for others to step up, or to be told what to do. We are a high-performance and high-reward work place and are looking for people who are proactive

Compensation & Benefits

• Salary: Competitive annual salary: USD 15,000 (115,200 Guatemalan Quetzal) to USD 24,000 (184,320 Guatemalan Quetzal) depending on experience.
• PTO: 20 days of PTO a year plus bank holidays.
• Work-from-abroad scheme: so you can support your travels, enjoy an extended holiday, or visit loved ones.
• Private Medical Insurance.
• Mental Health Support: Comprehensive and tailored mental health support and professional coaching through a leading provider.

Diversity and Culture

We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com. You can learn more about DEI at Ben here.

Job Details

• Location Type: Remote
• Employment Type: FullTime