Manager, Customer Support Operations

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 seeking an experienced leader for our front-line Customer Advocate team, as they expertly support members and coaches through their use of the BetterUp platform. Our team's mission is to provide exceptional support through strong cross-functional partnerships and proactive customer education, to help BetterUp customers unlock their potential, purpose, and passion. If our mission speaks to you, we’d love for you to apply!

What you’ll do:

• Champion both the team and our customers by embodying empathy, accountability, and resilience in all interactions. Foster a culture that prioritizes the customer experience.

• Own vendor relationships that ensure the delivery of world class customer support experiences.

• Intentionally build an exceptional customer support team by hiring thoughtfully, investing in training, and promoting a collaborative and growth-focused environment.

• Mentor team leads and frontline agents, supporting career growth with tailored coaching and providing candid, constructive feedback to help retain and develop top talent.

• Lead workforce management and capacity planning, ensuring seamless coordination with third-party support providers to maintain high-quality service standards.

• Own agent performance and ticket quality metrics, ensuring each customer interaction reflects our commitment to exceptional service.

• Report regularly on departmental KPIs to drive informed decision-making and identify opportunities for individual and team improvements.

• Translate customer insights into actionable strategies, effectively advocating for customer experience improvements with cross-functional teams across BetterUp.

• Implement and optimize process improvements that enhance efficiency and scalability in support operations.

• Drive proactive customer support initiatives, anticipating customer needs and implementing solutions that enhance their experience.

• Stay connected to frontline support, engaging directly in customer interactions to remain close to the day-to-day work and challenges of the team.

• Collaborate with cross-functional teams to ensure the team responds effectively to customers in need of additional support.

If you have some or all of the following, please apply:

• 3+ years of experience leading customer support, service, or customer experience teams

• 2+ years of direct frontline customer support or service experience

• In-depth knowledge of support tooling administration (e.g., Zendesk, Jira, ServiceNow, or similar systems)

• Experience managing and developing teams of 10+ direct reports

• Ability to thrive in a fast-paced, startup environment

• Strong passion for mentoring and guiding team members in their career growth and development

• Proven success in cross-functional collaboration with a variety of business stakeholders

• Experience developing proactive support strategies to enhance customer experience

• Strong analytical skills, with the ability to leverage data to inform decisions and make strategic recommendations

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