CX Automation Performance Analyst, Betterment
$110-140k
+ Equity
Tableau
Looker
Zendesk
Junior, Mid and Senior level
Remote from US
More information about location
Automated investing & financial planning
Be an early applicant
Automated investing & financial planning
501-1000 employees
FintechB2CCryptocurrencyBankingFinancial ServicesMobile
Be an early applicant
$110-140k
+ Equity
Tableau
Looker
Zendesk
Junior, Mid and Senior level
Remote from US
More information about location
501-1000 employees
FintechB2CCryptocurrencyBankingFinancial ServicesMobile
Company mission
To empower people to build wealth with confidence and ease.
Role
Who you are
- Hands-on experience analyzing performance data from AI or automation tools in a support environment
- Understanding of common AI failure modes — hallucination, model drift, guardrail gaps, and intent misclassification — and the ability to design QA processes that catch them before they reach customers
- Proficiency with data visualization and reporting tools (e.g., Zendesk Explore, Looker, Tableau, or similar) and comfortable writing queries to validate AI performance data
- Strong documentation skills — you write clearly, organize well, and build resources people actually use
- Analytical and detail-oriented: comfortable building dashboards, running QA analysis, and spotting patterns in messy data
- Experience with Zendesk (or comparable CX platforms) and AI tools such as Zendesk AI, Decagon, or similar
- Experience in fintech, financial services, or another regulated industry where AI outputs are subject to compliance review and audit
- A continuous improvement mindset and systems thinker — you see how knowledge structure, prompt design, monitoring, and feedback loops connect, and you're never satisfied with "it launched"
What the job involves
- As our CX Automation Performance Analyst, you own the post-launch life of our AI programs
- You ensure that what gets launched keeps working, keeps improving, and is well-documented enough that the whole organization can benefit from it
- You'll serve as the primary administrator of net-new AI tooling (VoiceAI, Zendesk AI agents, and others) after launch, owning ongoing configuration, optimization, and performance management
- This includes tuning AI agent behavior, updating knowledge sources, adjusting conversation flows, managing prompt configurations, and validating output quality on an ongoing basis
- In your first year, we expect every live AI program to have a performance dashboard with clear KPIs and a regular review cadence, an active optimization backlog producing measurable gains quarter over quarter, complete and current AI documentation being actively used across the organization, and no AI program drifting quietly — degradation is caught early and addressed with a clear plan
- Build and maintain dashboards tracking performance across all live AI programs — automation rate, containment, AHT, CSAT, and model quality metrics — using tools like Zendesk Explore, Looker, or similar
- Identify performance degradation, intent gaps, hallucination, model drift, and guardrail failures across Zendesk AI, chatbots, ticketbots, and automation workflows
- Own the incident response process for AI quality issues — when performance degrades or a guardrail fails, you triage, escalate, and drive resolution with a clear post-mortem
- Serve as the primary admin for net-new AI tooling post-launch — including VoiceAI platforms, Zendesk AI agents, and any other tools handed off from the implementation phase
- Maintain active optimization backlogs for launched programs, ensuring improvements don't stall after initial implementation
- Drive post-launch iteration in partnership with the Chatbot Strategy Manager and tooling teams, tracking outcomes rigorously
- Own the AI program documentation library: runbooks, flow documentation, QA procedures, training guides, and internal knowledge base articles
- Maintain accurate records of AI program behavior, guardrails, and change history to support compliance and audit readiness
- Partner with the CX AI & Automation Manager during launch phases to establish performance baselines, define QA criteria, and ensure clean handoff documentation
- Build feedback loops from AI performance data to inform product, engineering, and CX leadership decisions — your insights should shape what gets built next, not just what gets fixed
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
Led by a woman
Top investors
-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.
Share this job
View 21 more jobs at Betterment