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Sr. Manager, Licensed Customer Experience

Betterment· Financial Advice
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Hybrid (NYC)$145k - $165kfull-timePosted 4mo ago

About the role

Leader of the Licensed Customer Experience team of licensed Investment Adviser Representatives (IARs) responsible for delivering exceptional, compliant service to high-value Betterment clients. Owns team performance, quality, and operations within the Licensed queue, partnering with CX, Operations, Product, Compliance, and CFP® teams.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:People managementFINRA Series 65 or equivalent (Series 66, CFP®)Coaching and performance managementCRM / CX tools (Zendesk, Salesforce, CCaaS)

Benefits

  • 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
  • Equity for all employees, including new hire and refresher grants.
  • Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.
  • Company-paid professional coaching for all employees.
  • Day-one 401(k) match plus matching on qualified student loan payments
Last updated Jul 8, 2026. Interested? Apply on the company site.

About Betterment

Automated investing & Financial planning

Betterment can help grow your money by making saving and investing easy. Invest in a tailored portfolio, set buckets for your goals, and earn rewards.

investingfinancial planningsavingretirementtax-smart technologyinvestment portfolioscash management
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