CX Automation Support Specialist

About the role

The Tooling Specialist at Betterment is responsible for troubleshooting operational issues, administering internal software, and improving operational processes to enhance customer service efficiency and scalability. This role is based in the Betterment NYC office.

Responsibilities

• Administer daily Zendesk operations and upkeep, collaborating with cross-functional servicing partners.
• Troubleshoot operational issues, investigate root causes, and implement solutions.
• Identify and suggest improvements to operational processes.
• 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.
• 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.
• Drive continuous improvement through regular review of processes, policies, and procedures, and the implementation of new tools and technologies as appropriate.

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.

Qualifications

• Education: Bachelor's degree preferred.
• Experience: Minimum 3 years of relevant experience.

Skills

• Zendesk administration and support.
• Data analysis using Excel/Google Sheets.
• Problem-solving and quick learning ability.
• Process improvement and automation.
• Collaboration and cross-functional teamwork.
• Customer service and communication skills.

Benefits

At Betterment, we offer a competitive suite of benefits, including 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 and FSA and HSA options. Additionally, we provide equity for all employees, including new hires and refresher grants, flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year. We also offer professional coaching for all employees and a Day-one 401(k) match plus matching on qualified student loan payments.

Pay

New York City: $82,500 - $99,000

Schedule

Hybrid schedule: Four days/week in-office, with no required office days during the summer and winter holidays.