Customer Support Specialist, Licensed Support

About the role

Betterment is looking for a Customer Support Specialist, Finance Advice to join our Human Advice team - a group of top-notch, customer-facing professionals focused on serving our high-value clients. This team does more than resolve issues; they deliver exceptional, personalized experiences that delight customers and help them feel confident in their financial journey.

As a member of our Tier 2 Support Team, you will use your FINRA licenses to provide thoughtful, compliant servicing and financial guidance to clients at key milestones in their retirement and wealth management journeys. You will engage with clients via phone and email, helping them navigate our platform, understand the products and portfolios, and make informed decisions-always with a focus on quality, clarity, and impact.

This is a salaried, non-exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., & Orange County, CA. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment's total compensation package for employees.

• $54,000 - $65,000

We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA/HSA, and 401(k)with employer match as well as a generous PTO policy.

A day in the life

• Serve as a licensed resource for clients, providing expert guidance on portfolios, tax-advantaged strategies, and platform features while helping maximize adoption and engagement across their financial journey
• Deliver tailored, white-glove support via phone and email that is clear, professional, and empathetic to a client's unique needs
• Remain in compliance with Betterment's financial advice philosophy and standards
• Handle client escalations with professionalism and compassion, with a focus on retention and customer win-back
• Work cross-functionally to find resolutions, share client feedback, and improve tools and processes to enhance the overall Betterment experience for our highest-value users
• Respond to posts requiring customer support intervention or reputation management on the r/Betterment subreddit

What we're looking for

• Active FINRA Series 65 license (or equivalent ie. Series 66)
• 2-4 years of experience providing direct support or guidance in a financial services environment
• Strong communicator with the ability to explain complex financial concepts clearly and empathetically
• Solid understanding of investment products, retirement strategies, and advisory principles
• Organized and detail-oriented with excellent time management and follow-through
• Comfortable navigating multiple tools and systems in a fast-paced, client-focused setting