Sr. Manager, Licensed Customer Experience

Betterment; New York (NY); Hybrid; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Equity for all employees

Flexible paid time off

Paid parental leave

401(k) match

Job summary

Betterment, a leading financial services company headquartered in New York, is seeking a Senior Manager for their Licensed Customer Experience team. In this role, you will lead a team dedicated to supporting high-net-worth clients, ensuring exceptional service quality and client satisfaction.

As a key player, you’ll oversee performance metrics, drive team development, and collaborate across departments to enhance operational success. Betterment offers competitive salary and comprehensive benefits, including equity, flexible PTO, and a 401(k) plan.

Qualifications

• Minimum of 5 years in customer service management, preferably in financial services.
• Strong ability to coach and develop team performance.
• Experience handling complex client interactions and escalations.

Responsibilities

• Lead and develop a team of licensed customer experience representatives.
• Own team performance metrics and ensure service level agreements are met.
• Implement strategies to improve customer satisfaction and retention.

Skills

People management

Communication skills

Performance management

Customer service experience

Adaptability

Education

FINRA Series 65 or equivalent

Tools

Zendesk

Salesforce/CRM

Job description

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 are 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 customers’ 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, or how to get the most out of their Betterment accounts (mostly over chat and email, but also via phone).

As the Senior Manager, Licensed Customer Experience, you will lead, coach, and develop this team of licensed Investment Adviser Representatives (IARs) to deliver a consistently exceptional customer experience. You’ll own the performance, quality, and health of the team—ensuring we meet and exceed service levels and turning 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, and CFP teams. Your work will have a direct impact on customer satisfaction, retention, revenue from higher‑balance clients, and the overall trust customers place in Betterment as their long‑term investing partner. This role is based out of our NYC office.

Base Salary Range (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.

Benefits

• 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.

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, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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.