Customer Support Associate, Betterment
$42-50k
+ Equity
More information about location
Automated investing & financial planning
Be an early applicant
Automated investing & financial planning
501-1000 employees
Be an early applicant
$42-50k
+ Equity
More information about location
501-1000 employees
Company mission
To empower people to build wealth with confidence and ease.
Role
Who you are
- Exceptional written communication skills and ability to build rapport - you will speak with our customers through email and in real-time over our live chat feature
- Interest in becoming a subject matter expert in finance and personal investing, including working with our higher-net-worth customers across all product lines
- Technical savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries
- Problem-solving skills and the ability to take the initiative to use available resources to find an answer to a customer’s problem and resolve escalations
- Customer service experience, including (but not limited to!) retail, call centers, restaurant industry, or other client relationship management
- Sound judgment, flexibility, and enthusiasm for shaping this evolving team through strong cross-functional partnerships and a willingness to learn the inner workings of Betterment
- 40 hours per week as standard, may include weekends as required
- Strong & reliable WiFi connection is required. A laptop and necessary equipment for the role will be provided
What the job involves
- As a Customer Support Associate, you like working with people, fixing things, and are a master of the art of the analogy
- You understand what it means to be a champion of a brand
- You are the voice for customers, and relish providing them with that “wow” moment
- You understand what it is like to be a customer, and appreciate going above and beyond to delight people and solve their problems
- In this role, you will be joining a tight-knit team that is an integral part of the organization
- Deliver above-and-beyond customer service and experiences through phone, email, live chat, and social media channels
- Explain complex transactional and investment principles clearly, helping prospects and customers understand the benefits of our products
- Provide end-to-end customer support across all channels, helping customers with account setup, transactions, transfers, and product guidance on investments, goals, and cash offerings
- Troubleshoot customer issues and concerns, investigating why they happened, and communicating with multiple teams to find rapid resolutions
- Act as the internal voice of the customer, offering insights to all areas of the business to help build a better product
- Consistently achieve or exceed channel-specific benchmarks and SLAs for CSAT, handle time, and first contact resolution across phone, email, and chat by delivering clear, empathetic, and accurate support
Application process
- We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues
- In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions
- On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we’re unable to offer individual feedback during the interview process
- We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career, and our Recruiting Team is here to support and advocate for you through the interview process!
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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