Customer Support Associate

About the Role

The customer support team at Betterment is a tight-knit group that is relied upon by every team in the organization. You will be working closely with other departments to resolve customer issues and provide feedback to help build a better product. If you are passionate about delivering top-notch service and have a keen interest in finance and technology, this role could be an excellent fit for you.

Betterment is a leading financial services company that offers a range of products and services, including investing, savings, and retirement solutions. The company is headquartered in New York City but offers remote work options for many of its roles.

What You Will Do

• Deliver exceptional customer service via phone, email, and live chat
• Explain complex financial concepts, including investment principles and product benefits
• Troubleshoot customer issues and provide timely resolutions
• Provide end-to-end support to customers, including account setup, transactions, and product guidance
• Act as the internal voice of the customer, providing feedback to help build a better product
• Consistently achieve or exceed channel-specific benchmarks and SLAs for CSAT, handle time, and first contact resolution
• Collaborate with other teams to resolve customer issues and improve the overall customer experience
• Stay up-to-date with industry trends and developments, including changes in regulations and market conditions
• Participate in training and professional development opportunities to enhance your skills and knowledge

What We Are Looking For

• Exceptional written and verbal communication skills
• Ability to build rapport with customers and provide empathetic support
• Interest in finance and personal investing, with a willingness to learn and develop your knowledge
• Technical skills, including the ability to navigate multiple complex systems simultaneously
• Problem-solving skills and the ability to take the initiative to resolve customer issues
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong attention to detail and ability to maintain accurate records
• Ability to work collaboratively as part of a team
• Bachelor's degree or equivalent experience

Nice to Have

• Experience working in a customer-facing role, preferably in the financial services industry
• Knowledge of investing and personal finance concepts
• Familiarity with CRM software and other customer support tools
• Certification in customer service or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading financial services company
• Collaborative and dynamic work environment
• Professional development opportunities, including training and education
• Flexible work arrangements, including remote work options
• Access to a range of employee benefits, including health insurance and retirement savings plans
• Generous PTO policy and paid holidays
• Stock options and equity participation

• Be prepared to provide specific examples of times when you had to troubleshoot complex issues or provide empathetic support to customers.
• Make sure you have a strong understanding of financial concepts and terminology, and be prepared to explain them in simple terms.
• Show your passion for delivering exceptional customer service and your willingness to learn and develop your skills.
• Highlight any experience you have working in a fast-paced environment and prioritizing tasks effectively.
• Be prepared to talk about your problem-solving skills and ability to take the initiative to resolve customer issues.
• Research the company culture and values, and be prepared to explain why you are a good fit for the role and the organization.