Customer Experience Automation Support Specialist

Job Summary 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. 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 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 Proactively identify and resolve process issues across servicing teams and within hand-offs between servicing and internal teams to ensure successful client outcomes Drive continuous improvement through regular review of processes, policies, and procedures, and the implementation of new tools and technologies as appropriate Qualifications Comfortable with building and customizing conversational experiences and expressing our brand’s voice through self-service. High proficiency in Excel/Google Sheets, with experience in data analysis. Prior experience at a financial institution, preferably in customer experience or operations. Solution-oriented with an emphasis on fixing issues and processes. A self-starter who can take action with minimal supervision and consistently deliver against deadlines and goals. Able to work cross-functionally. Data-driven and eager to learn new tools and technology. History of improving processes, methodologies, programs, or frameworks that increased team performance. Passionate about improving and automating content to improve the customer experience. Ability to learn quickly and problem-solve on the fly with little guidance. Experience in Zendesk is required. Benefits Compensation & Ownership: Competitive, benchmarked salary. Equity for everyone, including new hire, performance, and refresher grants. Retirement: 401(k) match from day one, including Student loan matching. Zero management fees. Health & Wellbeing: Comprehensive medical, dental, and vision coverage. One Medical membership. Fertility and LGBTQIA+ transition support. Time Away: Flexible time off. Paid parental leave for all parents. Four-week sabbatical in year six. In-Office Culture & Flexibility: An in-person, collaborative culture, with no required office days during the summer and winter holidays. Growth & Development: Free Coaching for everyone and continuous development. Community & Care: Chef lunches, guest speakers, company gatherings, heritage celebrations, and seven Employee Resource Groups. Employee Support: Dedicated benefits advocate and EAP access. #J-18808-Ljbffr Betterment