Sr. Manager, Licensed Customer Experience

Betterment•3h ago

United StatesHybrid$145K–$165KFull-timeManager Level5+ yrs exp

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Customer Success ManagerCustomer Support Manager

About Betterment
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. We’re 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).
About the Role
The Licensed Customer Experience Team at Betterment is the dedicated, white-glove support layer for our $100k+ customers—the power-users of Betterment. As a customer's 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
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
develop this team of licensed Investment Adviser Representatives (IARs) to deliver a consistently exceptional, customer experience. You’ll own the performance, quality
health of the team—ensuring we meet and exceed service levels
turn every interaction into a moment that strengthens trust.
This role sits within Betterment’s Human Advice organization and partners closely with our CX, Operations, Product
CFP® teams. Your work will have a direct impact on customer satisfaction, retention, revenue from higher-balance clients
the overall trust customers place in Betterment as their long-term investing partner.
This role is based out of our NYC office. Below we've reflected the base salary range for this position. Actual salaries may vary depending on factors including but not limited to location, experience
performance. The range listed is just one component of Betterment’s total compensation package for employees.
New York City: $145,000 - $165,000
This job may also be eligible for variable compensation in the form of a company incentive bonus.
A Day in the Life
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 Betterment's 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.
What We’re Looking For
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.
Join a team built on these core values
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 won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins.
We value all perspectives
When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.
We simplify financial services
We’re 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.
What happens next
We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues.
In the interview process, we’ll look to learn more about your skills, experiences, capabilities
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, we’re 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
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
dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Come join us!
We’re an equal opportunity employer and comply with all applicable federal, state
local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants
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
any other characteristic protected under applicable federal, state or local law.

Required skills

FINRA Series 65ZendeskSalesforce