Customer Advocate

About the role

We are looking for a Customer Advocate to join our growing Customer Support Operations team. Advocates directly support our customers throughout their BetterUp journey, delivering an exceptional support experience with empathy and care. They thoroughly answer customers' questions to remove roadblocks while anticipating future needs and collaborate with cross functional partners to amplify the voice of our customers. This role owns the end to end resolution of complex inquiries, ensuring that every interaction leaves the customer feeling heard, supported, and empowered to grow. You will act as the trusted voice for the customer within the organization, translating their feedback into actionable insights for product and strategy. The successful candidate will leverage structured processes and creative thinking to solve unique problems while maintaining a consistently positive tone. You will partner closely with coaches, product teams, and leadership to close the loop on customer needs and drive meaningful improvements. This position is designed for someone who finds deep satisfaction in solving challenging issues and turning difficult moments into breakthroughs that reinforce trust.

Key facts

• Support BetterUp customers expertly through their use of the BetterUp platform while navigating multi channel communication with clarity and precision.
• Exceed customer expectations by initiating proactive solutions and adding value beyond the immediate request at every touchpoint.
• Craft tailored responses and interventions that enable coach and customer success, reinforcing a positive experience across the BetterUp platform.
• Collaborate internally with cross functional teams to coordinate timely delivery of solutions and maintain seamless user experiences.
• Support the education of other agents by modeling best practices, sharing knowledge, and leading by example within the support organization.
• Manage escalated customer processes and tickets, driving resolution from initial intake to final confirmation of satisfaction.
• Contribute to customer insights by accurately capturing product and experience feedback during every interaction to inform future improvements.
• Effectively identify issues, de escalate when necessary, and resolve with empowerment to re engage the customer with the brand and rebuild confidence.
• Serve as the primary point of contact for customers with repeated or complex needs, providing proactive follow up to ensure expectations are consistently met.
• Utilize AI assistants such as ChatGPT and Claude to draft communications, summarize information, and automate repetitive tasks where appropriate.
• Demonstrate willingness to learn and adopt AI enhanced workflows that reduce busy work and amplify individual impact on customer outcomes.
• Maintain a thorough understanding of BetterUp products, features, and policies to provide accurate, consistent, and reliable guidance to all customers.
• Monitor personal performance metrics and actively seek opportunities to improve speed, quality, and customer satisfaction in every interaction.
• Partner with product and engineering teams to reproduce issues, clarify requirements, and validate fixes that enhance platform reliability.
• Represent the voice of the customer in internal discussions, ensuring that real world experiences directly influence strategic decisions.

Requirements

• 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 that enable productive partnerships with both internal and external stakeholders.
• Excellent analytical and creative problem solving skills to diagnose issues, explore alternatives, and implement effective solutions.
• Great tone of voice and ability to provide empathetic, clear, and positive responses even in difficult situations with upset customers.
• You enjoy putting a customer at ease and making their day better through calm, patient, and reassuring communication.
• Can read unstated needs of customers, and can identify and guide customers to the right solution through thoughtful questioning and active listening.
• Outstanding written and verbal communication skills, with a unique ability to collaborate across diverse audiences.
• Exceptionally organized and detail oriented multi tasker who can manage competing priorities without sacrificing quality.
• Driven to dig into the details of a system or process to solve customer problems thoroughly and efficiently.
• Experience working with Zendesk, Confluence, Jira, Stripe, and Slack as part of daily workflows.
• Comfort providing support via multiple methods including live chat, tickets, and phone calls while maintaining consistent quality.
• Willingness to adhere to standard working hours and schedule as defined by company policies to ensure reliable coverage.
• Commitment to following security and privacy guidelines to protect customer data in every interaction.
• Ability to work independently and as part of a distributed team that values transparency, curiosity, and continuous learning.

Nice to have

• 1 2 years of experience working in sales, retail, or direct to consumer e-commerce.
• Familiarity with AI tools and a track record of experimenting with emerging technologies to improve personal productivity.
• Previous exposure to coaching or development focused environments where growth mindset is highly valued.

Practical notes

This role is full time and based in the United States with a hybrid work arrangement that balances remote and in office collaboration. Candidates must be authorized to work in the United States without sponsorship at this time. No relocation or visa sponsorship is available for this position. The work schedule aligns with standard business hours, and travel is not required for this role. During the interview process, you will have opportunities to demonstrate how you harness AI to learn, iterate, and amplify your impact in customer focused scenarios.