Support BetterUp customers expertly through their use of the BetterUp platform
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
Effectively identify issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand
Serve as the point of contact for customers with repeated or complex needs

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
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
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

Customer Advocate

Key skills