Betterment
Sr. Manager, Licensed Customer Experience
$145K–$165K
Betterment HQ - New York City +1 · Manager · Full-time · Posted Jun 23, 2026
- Location
- Betterment HQ - New York City
61 West 23rd Street, Fifth Floor, New York, New York
About the job
Leads a team of licensed representatives providing high-touch support to Betterment’s highest-value customers and is accountable for team performance, quality, and service operations.
What you'll do
- Lead, coach, and develop a team of approximately 10 representatives handling customer requests by chat, email, and phone.
- Manage service metrics, staffing, scheduling, quality reviews, and escalations for the licensed support queue.
- Use data and cross-functional collaboration to improve customer outcomes, service operations, and the experience for high-value clients.
What they ask for
- People management experience leading customer-facing teams in financial services, customer experience, or operations.
- FINRA Series 65 or equivalent (Series 66, CFP®).
- Proven coaching and performance management skills in a metric-driven support organization.
- Experience with modern service and CRM tools, and strong written and verbal communication and cross-functional collaboration skills.
Nice to have
- Experience leading teams in a licensed environment.
Pay
$145,000 - $165,000 USD base salary
Tools
Zendesk, telephony/CCaaS platforms, Salesforce/CRM
Model-written summary · the original posting is authoritative