Sr. Manager, Licensed Customer Experience
Lead and develop a team of ~10 licensed IARs delivering white-glove support to high-net-worth clients via chat, email, and phone. Own performance metrics, QA, staffing, and cross-functional collaboration to drive satisfaction and retention.
About the job
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.
Requirements
- 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
Zendesk, Salesforce, CRM, Ccaas, Finra Series 65, Finra Series 66, Cfp, Qa, Sla Management, Performance Management
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