Sr. Manager, Licensed Customer Experience

Betterment•New York City, NY

7d•Hybrid

About The Position

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 The Licensed Customer Experience Team at Betterment is the dedicated, white-glove support layer for our $100k+ customers—the power-users of Betterment. As a customer's net worth grows, so does the complexity of managing their money. The Licensed Customer Support Team is here to help. When these customers have questions about their portfolios, performance, tax features, or how to get the most out of their Betterment accounts, this team of licensed fiduciaries is here to help (mostly over chat and email, but also via phone). As the Senior Manager, Licensed Customer Experience, you will lead, coach, and develop this team of licensed Investment Adviser Representatives (IARs) to deliver a consistently exceptional, customer experience. You’ll own the performance, quality, and health of the team—ensuring we meet and exceed service levels, and turn every interaction into a moment that strengthens trust. This role sits within Betterment’s Human Advice organization and partners closely with our CX, Operations, Product, and CFP® teams. Your work will have a direct impact on customer satisfaction, retention, revenue from higher-balance clients, and the overall trust customers place in Betterment as their long-term investing partner. This role is based out of our NYC office.

Requirements

People management experience leading customer-facing teams in financial services, CX, or operations, ideally in a licensed environment.
FINRA Series 65 or equivalent (Series 66 , CFP®)
Proven coaching and performance management skills in a metric-driven support org (SLAs, CSAT/NPS, QA, and operational KPIs).
Experience with modern service and CRM tools (e.g., Zendesk, telephony/CCaaS platforms, Salesforce/CRM) and comfort learning new systems quickly.
Excellent written and verbal communication, strong cross-functional collaboration, and the ability to lead through change in a fast-paced, high-growth environment.

Responsibilities

Lead, coach, and develop a team of ~10 licensed customer experience representatives who handle inbound client requests across chat, email, and phone.
Own team performance metrics (e.g., SLAs such as first response time, handle time, customer satisfaction) and implement strategies to consistently meet or exceed monthly goals.
Own day-to-day support operations for the licensed queue, including staffing and scheduling.
Monitor and review client interactions through QA programs, providing clear, actionable feedback and development plans to continuously raise the bar on quality, empathy, accuracy, and regulatory adherence.
Use data to run the business, regularly reviewing dashboards, communicating with leadership and implementing solutions in response to trends in volume, quality, and customer satisfaction.
Own the service experience for Betterment's highest-value customers, using feedback and contact data to build practices that go beyond issue resolution and make these clients feel genuinely valued.
Serve as an escalation point for complex and/or difficult client conversations.
Collaborate closely with CX, Operations, Compliance, Product, Engineering and the CFP® teams to improve cross-team partnerships, ticket routing, new initiatives and customer outcomes.