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).

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.

Salary:
New York City: $82,500 – $99,000. Variable compensation in the form of a company incentive bonus may also be available.

• 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.

• 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.

• 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.
• Equity for all employees, including new hire and refresher grants.
• Flexible paid time off, paid parental leave, and a fully paid four‑week sabbatical in your sixth year.
• Company‑paid professional coaching for all employees.
• Day‑one 401(k) match plus matching on qualified student loan payments.

We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law.