CX Automation Support Specialist

Betterment • New York, NY

2d • $82,500 - $99,000 • Hybrid

About The Position

Betterment is seeking a Tooling Specialist to join their Client Experience team. This role will focus on streamlining processes, enhancing internal tools, troubleshooting operational issues, administering internal software, and improving operational processes to increase business efficiency and scalability. The position is based in the NYC office and offers a hybrid work model.

Requirements

• 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

Responsibilities

• 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed