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 New York City office or remote eligible. For employees based out of our NYC HQ, we require in office attendance Tuesday through Thursday, weekly.

Below we've reflected the base salary ranges we would offer for this position for locations with city or state requirements.

• New York City, San Francisco, Los Angeles, Seattle, Boston, Washington D.C. & Orange County, CA : $75,000 - $85,000
• Other locations : $57,375 - $76,500

We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA / HSA, and 401(k) with employer match as well as a generous PTO policy.

A day in the life

• 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
• Conduct analysis and reporting on client experience feedback and metrics, identifying trends and areas for improvement, and communicating findings to leadership
• 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
• Administer daily Zendesk operations and upkeep, working closely with cross-functional servicing partners to deliver world-class customer service
• 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
• Someone who takes ownership over their work and can manage projects independently.
• 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

What being at Betterment means for you

We change lives

Join a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission : making people's lives better.

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 invest in you with :

A competitive suite of benefits, including : medical, dental, and vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits;

and generous parental leave.

• Flexible paid time off (and encouragement to use it!)
• Meaningful opportunity for community building through our 7 Employee Resource Groups
• Empowerment to own and lead change and affect the business
• Dedicated professional development opportunities
• Lunch from our in-house chef three days a week at our NYC headquarters

Last updated : 2024-07-12