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.

Compensation

package for employees.

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.

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.