Customer Advocate, BetterUp
$25 - $30 USD per hour
2+ days a week in office
AI-driven employee coaching platform
Be an early applicant
AI-driven employee coaching platform
1001+ employees
Be an early applicant
$25 - $30 USD per hour
2+ days a week in office
1001+ employees
Company mission
To unlock greater clarity, potential, purpose, and passion for every one of their members, with an innovative approach to coaching and leadership development.
Role
Who you are
- 3-5 years of experience delivering exceptional customer service and support directly to consumers in an environment with frequent and fast product changes and policies
- Bonus if you have 1-2 years of experience working in sales, retail, or direct to consumer e-commerce
- Strong collaboration, customer service, and relationship-building skills
- Excellent analytical and creative problem-solving skills
- Great tone of voice and ability to provide empathetic, clear, and positive responses even in difficult situations with upset customers. You enjoy putting a customer at ease and making their day better
- Can read unstated needs of customers, and can identify and guide customers to the right solution
- Outstanding written and verbal communication skills, with a unique ability to collaborate across diverse audiences - is equally comfortable problem solving with engineers and communicating solutions to coaches and members
- Exceptionally organized and detail-oriented multi-tasker
- Driven to dig into the details of a system or process to solve customer problems
- Experience working with Zendesk, Confluence, Jira, Stripe, and Slack
- Providing support via multiple methods: live chat, tickets, and phone calls
What the job involves
- We are looking for a Customer Advocate to join our growing Customer Support Operations team
- Advocates directly support our customers throughout their BetterUp journey, delivering an exceptional support experience with empathy and care
- They thoroughly answer customers' questions to remove roadblocks while anticipating future needs and collaborate with cross functional partners to amplify the voice of our customers
- Support BetterUp customers expertly through their use of the BetterUp platform. While the majority of our support is provided via email, we’re looking for a teammate who is willing to dive into multi-channel support
- Exceed customer expectations, by going one step beyond their immediate need
- Craft responses and interventions to enable coach and customer success and a positive experience using the BetterUp platform
- Collaborate internally and with our cross-functional teams to ensure timely delivery and excellent experiences for our users
- Support the education of other agents through guidance and leading by example
- Support escalated customer processes and tickets
- Contribute to customer insights by accurately capturing product and experience feedback at every interaction, to help improve and shape the future of our product and services
- Effectively identify issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand, following up with customers when needed
- Serve as the point of contact for customers with repeated or complex needs, provide proactive follow up to ensure expectations have been met or to reset expectations
- Uses AI assistants (e.g., ChatGPT, Claude) to draft communications, summarize information, and automate repetitive tasks
- Shows willingness to learn AI-enhanced workflows that reduce busy-work and amplify impact
Our take
Companies are becoming increasingly informed regarding the importance of mental health in the workplace, especially in improving the interpersonal and leadership skills of their employees. Whilst many online platforms provide coaching services to help people excel in the workplace, existing options generally focus on career-based skills as opposed to overall mental wellness.
BetterUp connects employees with online career coaches, working directly with companies to improve mental health and enthusiasm in the workplace. The online service leverages AI analysis of questionnaire results to match employees with personalised video coaching sessions and career development services, providing support in areas often neglected by employers, such as sleep, parenting, and overall mental fitness.
BetterUp has seen substantial success and has the world's largest network of coaches (with over 3,000), offering coaching in 46 languages across 90 countries. It's also offering AI coaching to keep pace with digital demand for contextual, tailored insights. The multi-unicorn company has ample opportunity for further growth and expansion.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2021
$300m
SERIES E
Feb 2021
$125m
SERIES D
Total funding: $579m
Company benefits
- Medical, dental, and vision benefits
- 401k
- Flexible Time Off
- Paid parental leave
- Personalized BetterUp Coach
- $360 each year for wellness programs
- Annual $1K learning and development stipend
- Equity package
- 5 volunteer days and 4 paid Inner Work™ days a year
Company HQ
Govalle, Austin, TX
Leadership
Alexi Robichaux
(Co-Founder & CEO)Studied Political Science at USC, and then worked in Business Insight at the Walt Disney Company. Was a Product Manager at Socialcast, and Director of Product Management at VMware.
Eduardo Medina
(Co-Founder & COO)Studied Business at USC and Berkeley's Haas School of Business. Worked as an Associate Consultant at Bain, and as an Associate at Altamont Capital Partners.
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