Sr. Manager, Licensed Customer Experience

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. Were headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office with no required office days during the summer and winter holidays).

The Licensed Customer Experience Team at Betterment is the dedicated white-glove support layer for our $100k customersthe power-users of Betterment. As a customers net worth grows so does the complexity of managing their money. The Licensed Customer Support Team is here to help.

When these customers have questions about their portfolios performance tax features or how to get the most out of their Betterment accounts this team of licensed fiduciaries is here to help (mostly over chat and email but also via phone).

As the Senior Manager Licensed Customer Experience you will lead coach and develop this team of licensed Investment Adviser Representatives (IARs) to deliver a consistently exceptional customer experience. Youll own the performance quality and health of the teamensuring we meet and exceed service levels and turn every interaction into a moment that strengthens trust.

This role sits within Betterments Human Advice organization and partners closely with our CX Operations Product and CFP teams. Your work will have a direct impact on customer satisfaction retention revenue from higher-balance clients and the overall trust customers place in Betterment as their long-term investing partner.

This role is based out of our NYC office. Below weve 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 Betterments total compensation package for employees.

• New York City: $145000 - $165000

This job may also be eligible for variable compensation in the form of a company incentive bonus.

• Lead coach and develop a team of 10 licensed customer experience representatives who handle inbound client requests across chat email and phone.
• Own team performance metrics (e.g. SLAs such as first response time handle time customer satisfaction) and implement strategies to consistently meet or exceed monthly goals.
• Own day-to-day support operations for the licensed queue including staffing and scheduling.
• Monitor and review client interactions through QA programs providing clear actionable feedback and development plans to continuously raise the bar on quality empathy accuracy and regulatory adherence.
• Use data to run the business regularly reviewing dashboards communicating with leadership and implementing solutions in response to trends in volume quality and customer satisfaction.
• Own the service experience for Betterments highest-value customers using feedback and contact data to build practices that go beyond issue resolution and make these clients feel genuinely valued.
• Serve as an escalation point for complex and/or difficult client conversations.
• Collaborate closely with CX Operations Compliance Product Engineering and the CFP teams to improve cross-team partnerships ticket routing new initiatives and customer outcomes.

• People management experience leading customer-facing teams in financial services CX or operations ideally in a licensed environment.
• FINRA Series 65 or equivalent (Series 66 CFP)
• Proven coaching and performance management skills in a metric-driven support org (SLAs CSAT/NPS QA and operational KPIs).
• Experience with modern service and CRM tools (e.g. Zendesk telephony/CCaaS platforms Salesforce/CRM) and comfort learning new systems quickly.
• Excellent written and verbal communication strong cross-functional collaboration and the ability to lead through change in a fast-paced high-growth environment.

We change lives

Be a part of a community of innovators working to transform financial outcomes for real people. Your work will make an impact always laddering up to our mission; to empower people to build wealth with confidence and ease.

We set audacious goals

We set them for the company our customers and ourselves and we wont stop until we reach them. We dont just show up; we give our all then celebrate our wins.

We value all perspectives

When we collaborate were at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.

We simplify financial services

Were financial services pioneers always finding new ways to improve optimize and enhance. Constant improvement is in our DNA.

Our Commitment to Your Total Well-being:

• 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
• Ownership: Equity for all employees including new hire and refresher grants.
• Time: Flexible paid time off paid parental leave and a fully paid four-week sabbatical in your sixth year.
• Growth: Company-paid professional coaching for all employees.
• Wealth: Day-one 401(k) match plus matching on qualified student loan payments.

Well take a few weeks to review all applications. If wed like to spend more time with you well reach out to arrange next steps which will include 3-4 sets of meetings with your future colleagues.

In the interview process well look to learn more about your skills experiences capabilities and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role we may ask you to complete a case study exercise or technical assessments as we want to collect a robust set of data points to better inform our decisions.

On average it takes us around 3-5 weeks to make a hiring decision depending on your availability and sense of urgency. As a best practice we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that as we usually receive an overwhelming number of applications for open positions were unable to offer individual feedback during the interview process.

We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career and our Recruiting Team is here to support and advocate for you through the interview process!

Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process please reach out to your recruiter.

Please note that in any materials you submit you may redact or remove age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Come join us!

Were an equal opportunity employer and comply with all applicable federal state and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees applicants or any other covered persons because of race color religion creed national origin or ancestry ethnicity sex gender (including gender nonconformity and status as a transgender or transsexual individual) sexual orientation marital status age physical or mental disability citizenship past current or prospective service in the uniformed services predisposing genetic characteristic domestic violence victim status arrest records or any other characteristic protected under applicable federal state or local law.