CX Automation Support Specialist

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).

About the Role

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.

This role is based out of our NYC office. Below we've reflected the base salary range for this position. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment’s total compensation package for employees.

• New York City: $82,500 - $99,000

This job may also be eligible for variable compensation in the form of a company incentive bonus.

A Day in the Life:

• 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

What We’re Looking For:

• 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

Join a team built on these core values

We change lives

Be a part of a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission; to empower people to build wealth with confidence and ease.

We set audacious goals

We set them for the company, our customers, and ourselves, and we won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins.

We value all perspectives

When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.

We simplify financial services

We’re financial services pioneers, always finding new ways to improve, optimize, and enhance. Constant improvement is in our DNA.

Our Commitment to Your Total Well-being:

• We offer a competitive suite of benefits, including medical, dental, and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; an Employee Assistance Program (EAP); transit benefits and FSA and HSA options
• Ownership: Equity for all employees, including new hire and refresher grants.
• Time: Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.
• Growth: Company-paid professional coaching for all employees.
• Wealth: Day-one 401(k) match plus matching on qualified student loan payments.

What happens next

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!