About Betterment
Betterment is a leading, technology-driven financial services company that offers investing 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: making people’s lives better. We’re headquartered in NYC, and offer hybrid NY-based (three days/ week in-office) and select, non-NY-based remote positions.
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.
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, 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
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!Please note that Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter.
Come join us!
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.
E-Verify Statement
Betterment participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.E-Verify NoticeE-Verify Notice (Spanish)Right to Work NoticeRight to Work Notice (Spanish)
CPRA Language - CA Applicants ONLY
We collect and store personal information for the purposes of candidate tracking (for this role and future opportunities). The information you provide in the course of completing your application will be kept for up to 24 months. We use tools provided by third-party service providers but do not share candidate information for any purpose other than for recruiting. To access the data that is collected, request deletion or to make updates to your candidate profile, please email team.hire@betterment.com.
