Customer Advocate

Job description

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship. We do. We can’t cram it all in here, but you’ll start noticing it from the first interview. Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters. This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move. Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture. If that sounds exciting—and the job description below feels like a fit—we really should start talking. We are looking for a Customer Advocate to join our growing Customer Support Operations team. Advocates directly support our customers throughout their BetterUp journey, delivering an exceptional support experience with empathy and care. They thoroughly answer customers' questions to remove roadblocks while anticipating future needs and collaborate with cross functional partners to amplify the voice of our customers. What you’ll do: - Support BetterUp customers expertly through their use of the BetterUp platform. While the majority of our support is provided via email, we’re looking for a teammate who is willing to dive into multi-channel support. - Exceed customer expectations, by going one step beyond their immediate need - Craft responses and interventions to enable coach and customer success and a positive experience using the BetterUp platform - Collaborate internally and with our cross-functional teams to ensure timely delivery and excellent experiences for our users - Support the education of other agents through guidance and leading by example - Support escalated customer processes and tickets - Contribute to customer insights by accurately capturing product and experience feedback at every interaction, to help improve and shape the future of our product and services - Effectively identify issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand, following up with customers when needed - Serve as the point of contact for customers with repeated or complex needs, provide proactive follow up to ensure expectations have been met or to reset expectations - Uses AI assistants (e.g., ChatGPT, Claude) to draft communications, summarize information, and automate repetitive tasks - Shows willingness to learn AI-enhanced workflows that reduce busy-work and amplify impact If you have some or all of the following, please apply: - 3-5 years of experience delivering exceptional customer service and support directly to consumers in an environment with frequent and fast product changes and policies - Bonus if you have 1-2 years of experience working in sales, retail, or direct to consumer e-commerce - Strong collaboration, customer service, and relationship-building skills - Excellent analytical and creative problem-solving skills - Great tone of voice and ability to provide empathetic, clear, and positive responses even in difficult situations with upset customers. You enjoy putting a customer at ease and making their day better. - Can read unstated needs of customers, and can identify and guide customers to the right solution - Outstanding written and verbal communication skills, with a unique ability to collaborate across diverse audiences - is equally comfortable problem solving with engineers and communicating solutions to coaches and members - Exceptionally organized and detail-oriented multi-tasker - Driven to dig into the details of a system or process to solve customer problems - Experience working with Zendesk, Confluence, Jira, Stripe, and Slack - Providing support via multiple methods: live chat, tickets, and phone calls AI at BetterUp Our team thrives at the intersection of human expertise and AI capability. As an AI-forward company, adaptation and continuous learning are part of our daily work. We're looking for teammates who are excited to evolve alongside technology – people who experiment boldly, share their discoveries openly, and help define best practices for AI-augmented work. These professionals thoughtfully integrate AI into their work to deliver exceptional results while maintaining the human judgment and creativity that drives real innovation. During our interview process, you’ll have opportunities to showcase how you harness AI to learn, iterate, and amplify your impact. Benefits: At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community. - Access to BetterUp coaching; one for you and one for a friend or family member - A competitive compensation plan with opportunity for advancement - Medical, dental, and vision insurance - Flexible paid time off - Per year: - All federal/statutory holidays observed - 4 BetterUp Inner Workdays (https://www.betterup.co/inner-work) - 5 Volunteer Days to give back - Learning and Development stipend - Company wide Summer & Winter breaks - Year-round charitable contribution of your choice on behalf of BetterUp - 401(k) self contribution We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out — we encourage everyone interested in joining us to apply. BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. The hourly rate range for this role is as follows: $20.77- $25.96 Protecting your privacy and treating your personal information with care is very important to us, and central to the entire BetterUp family. By submitting your application, you acknowledge that your personal information will be processed in accordance with our Applicant Privacy Notice https://www.betterup.com/applicant-privacy-notice. If you have any questions about the privacy of your personal information or your rights with regards to your personal information, please reach out to support@betterup.co