Customer Support Agent (3 month FTC)
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 a solid level of technical expertise, strong analytical and debugging skills, and experience resolving complex customer issues in a fast-paced SaaS environment. Please note: this is a 3 month fixed-term contract, with the potential to extend or even go permanent. Things you will be working on…
- Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT
- 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
- Create and maintain high-quality Help Centre articles, ensuring content is accurate, consistent, and aligned with our brand tone.
- Collaborate with product and support teams to translate complex concepts into clear, user-friendly documentation for both audiences.
- Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
- 1-2+ 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
- 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