Betterment

Analyst

• Build and maintain dashboards tracking performance across all live AI programs — automation rate, containment, AHT, CSAT, and model quality metrics — using tools like Zendesk Explore, Looker, or similar
• Identify performance degradation, intent gaps, hallucination, model drift, and guardrail failures across Zendesk AI, chatbots, ticketbots, and automation workflows
• Own the incident response process for AI quality issues — when performance degrades or a guardrail fails, you triage, escalate, and drive resolution with a clear post-mortem
• Serve as the primary admin for net-new AI tooling post-launch — including VoiceAI platforms, Zendesk AI agents, and any other tools handed off from the implementation phase
• Maintain active optimization backlogs for launched programs, ensuring improvements don't stall after initial implementation
• Drive post-launch iteration in partnership with the Chatbot Strategy Manager and tooling teams, tracking outcomes rigorously
• Own the AI program documentation library: runbooks, flow documentation, QA procedures, training guides, and internal knowledge base articles
• Maintain accurate records of AI program behavior, guardrails, and change history to support compliance and audit readiness
• Partner with the CX AI & Automation Manager during launch phases to establish performance baselines, define QA criteria, and ensure clean handoff documentation
• Build feedback loops from AI performance data to inform product, engineering, and CX leadership decisions — your insights should shape what gets built next, not just what gets fixed

CX Automation Performance Analyst

Customer Support

• Deliver exceptional customer service via phone, email, live chat, and social media
• Explain complex investment principles clearly
• Provide end-to-end customer support
• Troubleshoot customer issues effectively
• Act as the internal voice of the customer

CX Automation Performance Analyst

Customer Support Associate