Customer Support Associate

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.  

About the Role

The Customer Support team at Betterment is key to enhancing our customer-focused product, supporting its users, and is relied on by every team in our organization. As a Customer Support Associate, you like working with people, fixing things, and are a master of the art of the analogy. You understand what it means to be a champion of a brand. You are the voice for customers, and relish providing them with that “wow” moment. You understand what it is like to be a customer, and appreciate going above and beyond to delight people and solve their problems. In this role, you will be joining a tight-knit team that is an integral part of the organization.

Recent graduates welcome! 

This is a salaried, non-exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., & Orange County, CA. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. 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. 

• $42,000 - $50,000

A day in the life

• Deliver above-and-beyond customer service and experiences through phone, email, live chat, and social media channels
• Explain complex transactional and investment principles clearly, helping prospects and customers understand the benefits of our products
• Provide end-to-end customer support across all channels, helping customers with account setup, transactions, transfers, and product guidance on investments, goals, and cash offerings
• Troubleshoot customer issues and concerns, investigating why they happened, and communicating with multiple teams to find rapid resolutions
• Act as the internal voice of the customer, offering insights to all areas of the business to help build a better product 
• Consistently achieve or exceed channel-specific benchmarks and SLAs for CSAT, handle time, and first contact resolution across phone, email, and chat by delivering clear, empathetic, and accurate support

What we’re looking for

• Exceptional written communication skills and ability to build rapport - you will speak with our customers through email and in real-time over our live chat feature
• Interest in becoming a subject matter expert in finance and personal investing, including working with our higher-net-worth customers across all product lines
• Technical savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries
• Problem-solving skills and the ability to take the initiative to use available resources to find an answer to a customer’s problem and resolve escalations 
• Customer service experience, including (but not limited to!) retail, call centers, restaurant industry, or other client relationship management
• Sound judgment, flexibility, and enthusiasm for shaping this evolving team through strong cross-functional partnerships and a willingness to learn the inner workings of Betterment
• 40 hours per week as standard, may include weekends as required
• Strong & reliable WiFi connection is required. A laptop and necessary equipment for the role will be provided