Our Mission

Were not your average benefits platform were the driving force that uplifts peoples 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 thriveboth at work and beyond.

Your Mission

As a Senior Customer Support Agent at Ben youll be a key player in delivering world-class service to our users. Youll 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.

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 - primarily during core UK hours (9am6pm Monday to Friday)

• Identifying widespread issues and communicating their impact to the product team; backing this up with data and impact analysis

• Implementing Intercom workflows to automate and improve existing processes

• 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

• Owning internal Support process and knowledge documentation

• Contributing to continuous improvement through feedback collaboration and knowledge sharing

• Taking part in and leading team meetings training sessions and internal product updates

What were looking for

• 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

You will not love this role if you.

• Arent 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 arent 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 dont always know whats 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

Not sure if you meet 100% of the requirements

Thats okay - we know that not everyone follows a linear career path and we value diverse perspectives and growth mindsets. If you have a solid technical foundation and a strong interest in full stack engineering wed still love to hear from you. That said this role does require hands-on experience so please only apply if you feel confident you can contribute meaningfully from day one.

Our Compensation & Benefits

Its important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team with a comprehensive and inclusive benefits package. This means you have a choice over the things that are most important to you.

Competitive base salary equity so you own what you build

100 monthly personal Ben Balance: for whatever works for you whether thats Netflix Spotify or a really expensive cup of coffee! This allowance will increase by 50 for each year of service until you reach 250

500 work from home allowance to help you set yourself up for success whether thats a standing desk a comfy chair or the tech setup that works best for you

1000 annual L&D budget to invest in your professional development from conferences and courses to coaching and books

28 days of holidays a year plus bank holidays and an option to buy or sell 2 days per year. Also your annual holiday entitlement will increase to 30 days after your 3rd year of service!
Day off for your birthday

Comprehensive and tailored mental health support and professional coaching through a leading provider

Work-from-abroad scheme so you can support your travels enjoy an extended holiday or visit loved ones.

Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting

Comprehensive Private Medical Insurance

Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check

Comprehensive and tailored mental health support and professional coaching through a leading provider

Diversity and Culture at Ben

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 You can learn more about DEI at Ben here.

Required Experience:

Senior IC