Job Overview
Location
United States (Hybrid)
Job Type
Full-time
Category
Product Management
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Provide expert customer support to BetterUp users through email, live chat, phone, and tickets, ensuring a seamless and empathetic experience throughout their journey on the platform.
- • Exceed customer expectations by anticipating unspoken needs and proactively resolving issues before they escalate, going beyond immediate requests to enhance overall satisfaction.
- • Craft clear, empathetic, and positive communication responses that de-escalate tense situations and restore trust in the BetterUp brand.
- • Serve as the primary point of contact for customers with repeated, complex, or high-priority issues, providing consistent follow-up to confirm resolution and reset expectations when necessary.
- • Collaborate cross-functionally with coaching, product, engineering, and operations teams to amplify customer voice, drive product improvements, and ensure timely resolution of systemic issues.
- • Accurately capture and document customer feedback, product pain points, and experience insights during every interaction to inform product development and service enhancements.
- • Support and mentor fellow support agents through guidance, best practice sharing, and leading by example to elevate team performance and consistency.
- • Manage escalated customer cases with ownership, ensuring timely resolution while maintaining compliance with internal processes and service standards.
- • Utilize AI tools such as ChatGPT and Claude to draft communications, summarize customer interactions, and automate repetitive tasks, improving efficiency without compromising human touch.
- • Embrace and actively contribute to AI-augmented workflows by experimenting with new tools, sharing learnings, and helping define best practices for responsible AI integration in customer support.
- • Maintain exceptional organizational skills to manage multiple channels, prioritize urgent cases, and track follow-ups with precision in a fast-paced, evolving product environment.
- • Demonstrate deep familiarity with internal systems including Zendesk, Confluence, Jira, Stripe, and Slack to efficiently navigate workflows and resolve customer inquiries.
- • Engage with customers across multiple support channels — including email, live chat, and phone — adapting tone and approach to match channel-specific expectations and customer needs.
- • Identify patterns in customer feedback and operational bottlenecks to propose process improvements that reduce friction and enhance scalability of support operations.
- • Maintain a solutions-oriented mindset, focusing on empowerment, re-engagement, and long-term customer retention through thoughtful, personalized interactions.
🎯 Requirements
- • 3-5 years of experience delivering exceptional customer service and support directly to consumers in a dynamic environment with frequent product and policy changes
- • Experience working with Zendesk, Confluence, Jira, Stripe, and Slack
- • Proven ability to provide empathetic, clear, and positive communication in high-pressure or emotionally charged customer interactions
- • Strong collaboration skills to work effectively with engineering, coaching, and product teams
- • Experience using AI tools like ChatGPT or Claude to draft communications, summarize information, or automate tasks
- • Excellent written and verbal communication skills with the ability to communicate complex solutions to diverse audiences including coaches, engineers, and customers
🏖️ Benefits
- • Access to BetterUp coaching for yourself and one friend or family member
- • Competitive compensation with opportunity for advancement
- • Medical, dental, and vision insurance
- • Flexible paid time off including 4 BetterUp Inner Workdays and 5 Volunteer Days per year
- • Learning and Development stipend
- • Company-wide Summer & Winter breaks and year-round charitable contribution on your behalf
Skills & Technologies
About BetterUp, Inc.
BetterUp is a San Francisco-based human transformation company that provides a mobile coaching and development platform combining behavioral science, AI, and certified coaches. Its offerings include one-to-one coaching, group sessions, and digital content focused on leadership development, well-being, diversity, and performance for individuals, teams, and large enterprises. The company serves Fortune 1000 clients and government agencies, measuring behavioral change through analytics and longitudinal research. Founded in 2013, BetterUp operates globally with offices across North America and Europe, delivering scalable coaching programs designed to improve engagement, resilience, and organizational culture.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Extend Your Team, LLC
3 months ago
Affirm Holdings, Inc.
2 months ago
