Job Description
Customer Support Associate
United States
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
The Customer Experience 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
This role is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Oakland, 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.
- $36,000-$54,000
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 flexible PTO policy.
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
- 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
What we’re looking for
- Prior experience in customer service, financial services, or retail banking
- FINRA Series 65 and/or Series 7/63 combination is a plus!
- Exceptional written communication skills and ability to build rapport – you will speak with our customers via phone, email, and in real-time over our live chat feature
- Interest in becoming a subject matter expert in finance and personal investing
- Technical savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries
- Problem-solving skills and initiative to use available resources to find an answer to a customer’s problem
- Flexible availability, generally between the hours of 9am-6pm ET
- Strong & reliable WiFi connection is required. A laptop and necessary equipment for the role will be provided.