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For Companies At a Glance
- Tasks: Deliver world-class support to customers, solving technical challenges with empathy and efficiency.
- Company: Join a dynamic benefits platform that uplifts lives and connects the benefits ecosystem.
- Benefits: Competitive salary, equity, generous holiday, and personal development budget.
- Why this job: Be a key player in a fast-paced environment, making a real impact on customer experiences.
- Qualifications: 2+ years in B2B SaaS customer service, strong analytical skills, and technical aptitude.
- Other info: Embrace a diverse culture with opportunities for growth and a supportive work environment.
The predicted salary is between 40000 - 50000 £ 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 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 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
- £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
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 SaaS Support Specialist — Equity employer: Ben
Contact Detail:
Ben Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior SaaS Support Specialist — Equity
✨Tip Number 1
Get to know the company inside out! Research Ben's mission and values, and think about how your skills align with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the application process.
✨Tip Number 3
Prepare for those tricky interview questions! Think about your past experiences and how they relate to the role. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Senior SaaS Support Specialist — Equity
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see that you’re genuinely excited about joining our team and making a difference in the benefits ecosystem.
Tailor Your Experience: Make sure to highlight your relevant experience in customer service and SaaS environments. Use specific examples that demonstrate your problem-solving skills and technical aptitude, as these are key for us at StudySmarter.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your skills and experiences effectively. Remember, we’re looking for someone who can communicate well with our customers!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to be part of our community!
How to prepare for a job interview at Ben
✨Know Your Product Inside Out
Before the interview, make sure you dive deep into understanding the Ben platform and its features. Familiarise yourself with common customer queries and how to resolve them. This will not only show your enthusiasm but also demonstrate that you're ready to be the voice of their product.
✨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 SaaS Support Specialist. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Your Communication Style
Since you'll be interacting with customers via various channels, practice articulating your thoughts clearly and concisely. Be ready to discuss how you maintain professionalism and empathy in challenging situations. This will help convey that you can handle customer interactions effectively.
✨Be Ready for Fast-Paced Scenarios
Given the dynamic nature of the role, prepare to discuss how you manage your time and prioritise tasks in a fast-paced environment. Share specific strategies you use to stay organised and ensure you meet SLAs while maintaining high customer satisfaction.