CX Automation Support Specialist

Betterment HQ - New York Cityfull timeOn Site

mid

$83k–$99k

H1B: no

Betterment CX Automation Support Specialist at Betterment responsible for administering internal software and troubleshooting operational issues to enhance customer service. Improve operational processes to increase efficiency and scalability.

Responsibilities

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 NYC office. Below we ve reflected the base salary range for this position. 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: $82,500 - $99,000
This job may also be eligible for variable compensation in the form of a company incentive bonus.
A Day in the Life:
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

Qualification

Experience in Zendesk is requiredHigh proficiency in Excel/Google SheetsHistory of improving processesAble to work cross-functionallyJoin a team built on these core values

Required

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
Join a team built on these core values

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Annual Bonus
Parental Leave
Wellness

Company

Betterment

View company page

Source: greenhouse

Active within the past hour

More roles at Betterment

Creative Project Manager

Betterment HQ - New York City

Receptionist

Betterment HQ - New York City

Staff Engineer, User Engagement

Betterment HQ - New York City

Manager, Demand Generation Marketing

Betterment HQ - New York City

Boost Your Interview Chances

Improve Resume Match Score

Free

Your Score

9.0

Strong Applicant

Must-Have Skills for This Role

Experience in Zendesk is requiredHigh proficiency in Excel/Google SheetsHistory of improving processesAble to work cross-functionallyJoin a team built on these core values

Optimize my Resume

Apply Faster with Autofill

Free

Save your profile once. LumiJobs pre-fills the employer's application form so you stop re-typing the same answers on every site.

Apply With Autofill

Or skip LumiJobs's tools and submit directly on the employer's career site.

Apply on Employer Site