Customer Experience Automation Support Specialist, Betterment
$82.5-99k
+ Company incentive bonus
3 days a week in office
Automated investing & financial planning
Be an early applicant
Automated investing & financial planning
501-1000 employees
Be an early applicant
$82.5-99k
+ Company incentive bonus
3 days a week in office
501-1000 employees
Company mission
To empower people to build wealth with confidence and ease.
Role
Who you are
- Prior experience at a financial institution, preferably in customer experience or operations
- Experience in Zendesk is required
- High proficiency in Excel/Google Sheets, with experience in data analysis
- Ability to learn quickly and problem-solve on the fly with little guidance
- History of improving processes, methodologies, programs, or frameworks that increased team performance
- Data-driven and eager to learn new tools and technology
- Solution-oriented with an emphasis on fixing issues and processes
- Comfortable with building and customizing conversational experiences and expressing our brand’s voice through self-service
- Able to work cross-functionally
- A self-starter who can take action with minimal supervision and consistently deliver against deadlines and goals
- Passionate about improving and automating content to improve the customer experience
What the job involves
- At Betterment, our Client Experience team is dedicated to ensuring our customers receive exceptional service
- We are seeking a Tooling Specialist to help streamline our processes and enhance the tools we use to maintain our high standards of customer service
- This role exists to troubleshoot operational issues, administer internal software, and improve operational processes, ultimately making our business more efficient and scalable
- Administer daily Zendesk operations and upkeep, working closely with cross-functional servicing partners to deliver world-class customer service
- Troubleshoot operational issues, investigate root causes, and collaborate with servicing teams to implement solutions
- Identify and suggest improvements to operational processes that make servicing customer requests and the overall business more efficient and scalable
- Validate metrics and ensure tagging and fields needed for analytics are correctly implemented
- Maintain tools used by the client experience team, ensuring they are up-to-date, properly integrated, and delivering value to the organization
- Work with external partners to improve and update existing tools and processes
- Design and implement servicing workflows for various customer-facing teams
- Proactively identify and resolve process issues across servicing teams and within hand-offs between servicing and internal teams to ensure successful client outcomes
- Drive continuous improvement through regular review of processes, policies, and procedures, and the implementation of new tools and technologies as appropriate
Our take
Betterment is an app-based investment platform that provides personal finance data and guidance to retail users through a range of real-world data and AI analytics to deliver investment advice to customers.
The company has become the largest independent digital investment advisor in the U.S. Having expanded its 401k business, Betterment has entered the world of Crypto, partnering with Gemini to offer customized crypto portfolios and its "Crypto Investing by Betterment" platform.
Betterment has a wealth of competition in this increasingly crowded space. Other robo advisors offering similar services include Moneyfarm, Wealth Simple, M1 Finance and Personal Capital. Going forward, Betterment hopes to further distance itself from rivals as it further innovates its platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2021
$60m
SERIES F
Jul 2017
$70m
SERIES E
Total funding: $335m
Company benefits
- Compensation & Ownership: Competitive, benchmarked salary. Equity for everyone, including new hire, performance, and refresher grants.
- Retirement: 401(k) match from day one, including Student loan matching. Zero management fees.
- Health & Wellbeing: Comprehensive medical, dental, and vision coverage. One Medical membership. Fertility and LGBTQIA+ transition support.
- Time Away: Flexible time off. Paid parental leave for all parents. Four-week sabbatical in year six.
- In-Office Culture & Flexibility: An in-person, collaborative culture, with no required office days during the summer and winter holidays.
- Growth & Development: Free Coaching for everyone and continuous development.
- Community & Care: Chef lunches, guest speakers, company gatherings, heritage celebrations, and seven Employee Resource Groups.
- Employee Support: Dedicated benefits advocate and EAP access.
Company HQ
Chelsea, New York, NY
Leadership
Sarah Kirshbaum Levy
(CEO)Prior to joining Betterment in 2020, Sarah served as the COO for Viacom Media Networks.
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