Senior Customer Support Agent

Our MissionWe’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 MissionAs a Senior 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. 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 (9am–6pm, 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 we’re 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 You will not love this role if you….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 Not sure if you meet 100% of the requirements? That’s 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, we’d 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 & BenefitsIt’s 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 that's 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 that's a standing desk, a comfy chair, or the tech setup that works best for you 📚 £1,000 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 BenWe 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.