Sr. Manager, Licensed Customer Experience

Menlo Ventures; New York (NY); On-site; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Flexible paid time off

401(k) match

Job summary

Betterment in New York City is seeking a Senior Manager for the Licensed Customer Experience Team. In this role, you will lead and develop a team of licensed Investment Adviser Representatives, ensuring exceptional service for high-value customers. You’ll manage performance metrics and collaborate with different departments to enhance customer satisfaction.

The ideal candidate has experience in financial services, holds a FINRA Series 65 certification, and excels in coaching. Attractive compensation and comprehensive benefits are offered.

Qualifications

• Experience leading customer-facing teams in financial services or operations.
• Ability to manage metrics in a high-growth environment.
• Experience with service and CRM tools.

Responsibilities

• Lead, coach, and develop a team of licensed customer experience representatives.
• Own team performance metrics and implement strategies to meet goals.
• Collaborate closely with various teams to improve customer outcomes.

Skills

People management experience

Coaching and performance management skills

Excellent communication

Cross-functional collaboration

Education

FINRA Series 65 or equivalent (Series 66, CFP)

Tools

Zendesk

Salesforce/CRM

Job description

Senior Manager, Licensed Customer Experience

The Licensed Customer Experience Team at Betterment provides dedicated, white‑glove support to $100k+ customers. As Senior Manager, you will lead, coach and develop a team of licensed Investment Adviser Representatives (IARs) to deliver an exceptional customer experience across chat, email, and phone.

Responsibilities

• Lead, coach, and develop a team of approximately ten licensed customer experience representatives.
• Own team performance metrics such as first response time, handle time, and customer satisfaction, and implement strategies to consistently meet or exceed monthly goals.
• Own day‑to‑day support operations, including staffing and scheduling for the licensed queue.
• Monitor and review client interactions through QA programs, providing actionable feedback and development plans to improve 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.
• Own the service experience for Betterment’s highest‑value customers, building practices that go beyond issue resolution to genuinely value them.
• Serve as an escalation point for complex or difficult client conversations.
• Collaborate closely with CX, Operations, Compliance, Product, Engineering, and CFP teams to improve cross‑team partnerships 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, operational KPIs).
• Experience with modern service and CRM tools such as Zendesk, telephony/CCaaS platforms, Salesforce/CRM, and comfort learning new systems quickly.
• Excellent written and verbal communication, strong cross‑functional collaboration, and ability to lead through change in a fast‑paced, high‑growth environment.

Salary and Compensation

Base salary range for New York City: $145,000 – $165,000. Actual salaries may vary by location, experience, and performance.

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

Benefits

• 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; Employee Assistance Program; transit benefits; 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 after six years.
• Growth: company‑paid professional coaching for all employees.
• Wealth: day‑one 401(k) match plus matching on qualified student loan payments.

EEO Statement

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.

We’re 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.