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For Companies At a Glance
- Tasks: Deliver world-class customer support and solve technical challenges with empathy and efficiency.
- Company: Join a dynamic benefits platform that uplifts lives and connects the benefits ecosystem.
- Benefits: Competitive salary, equity, work-from-home allowance, and generous holiday entitlement.
- Why this job: Be a key player in a fast-paced environment and make a real impact on customer experiences.
- Qualifications: 2+ years in customer service, strong analytical skills, and a passion for problem-solving.
- Other info: Diverse and inclusive culture with excellent growth opportunities and tailored mental health support.
The predicted salary is between 35000 - 45000 ÂŁ per year.
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 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 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 workplace 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 & Benefits
It’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
- ÂŁ1,000 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 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 jobs@thanksben.com. You can learn more about DEI at Ben here.
Senior Customer Support Agent employer: Ben
Contact Detail:
Ben Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Agent
✨Tip Number 1
Get to know the company inside out! Research Ben's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be tackling technical issues, brush up on your analytical thinking. Consider common customer support scenarios and how you'd handle them—this will prepare you for those tricky interview questions.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. Plus, a referral can give you a leg up in the application process!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at Ben!
We think you need these skills to ace Senior Customer Support Agent
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer support shine through! We want to see how much you care about helping others and making their experience better.
Tailor Your Experience: Make sure to highlight your relevant experience in customer service, especially in a fast-paced SaaS environment. Use specific examples that demonstrate your problem-solving skills and technical aptitude.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure to proofread for any typos!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive!
How to prepare for a job interview at Ben
✨Know the Product Inside Out
Before your interview, make sure you dive deep into understanding Ben's platform and its benefits. Familiarise yourself with common customer queries and how the product addresses them. This will not only show your enthusiasm but also help you answer questions more effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex customer issues. Highlight your analytical thinking and technical aptitude, as these are crucial for a Senior Customer Support Agent role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Communication Style
Since you'll be the voice of the product, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with friends or family to refine your verbal communication skills. Remember, empathy and professionalism are key in customer support!
✨Be Ready for Fast-Paced Scenarios
Expect questions that assess your ability to thrive in a fast-moving environment. Think of situations where you've had to manage multiple tasks or adapt quickly to changes. Show that you're proactive and can handle ambiguity, which is essential for success at Ben.