Based in New York, New York; Betterment is an automated investing service. An award winning company, Betterment won the 2014 Disruptor 50 and was a Webby award
CX Automation Performance Analyst
Location
California + 5 moreAll locations: California | District Of Columbia | Florida | New York | Massachusetts | Washington
Posted
42 days ago
Salary
$110K - $140K / year
Seniority
Senior
Job Description
CX Automation Performance Analyst
Betterment
• 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
Job Requirements
- Hands-on experience analyzing performance data from AI or automation tools in a support environment
- Understanding of common AI failure modes — hallucination, model drift, guardrail gaps, and intent misclassification — and the ability to design QA processes that catch them before they reach customers
- Proficiency with data visualization and reporting tools (e.g., Zendesk Explore, Looker, Tableau, or similar) and comfortable writing queries to validate AI performance data
- Strong documentation skills — you write clearly, organize well, and build resources people actually use
- Analytical and detail-oriented: comfortable building dashboards, running QA analysis, and spotting patterns in messy data
- Experience with Zendesk (or comparable CX platforms) and AI tools such as Zendesk AI, Decagon, or similar
- Experience in fintech, financial services, or another regulated industry where AI outputs are subject to compliance review and audit
- A continuous improvement mindset and systems thinker — you see how knowledge structure, prompt design, monitoring, and feedback loops connect, and you're never satisfied with "it launched".
Benefits
- Competitive equity package
- Health, dental and vision benefits
- Life and AD&D insurance
- Short-term and long-term disability insurance
- EAP
- Commuter and parking benefits
- FSA/HSA
- 401(k) with employer match
- Generous PTO policy
Related Guides
Related Categories
Related Job Pages
More Analyst Jobs
Senior Trade Analyst
Livingston InternationalWe provide clarity in a world of trade complexity so that businesses can grow further, faster, smarter.
• Responsible for performing trade-related functions in accordance with client’s scope • Create thorough, compliant, and detailed HS classifications • Work with management, client teams, and external parties • Utilize Trade Applications & Software to analyze import and/or export data • Monitor and adhere to changing priorities • Interact with internal and external parties including clients and regulatory bodies • Troubleshoot and resolve complex issues • Audit work for quality and compliance • Develop and deliver desk side training to Trade Analysts • Contribute to process development and improvement
• Perform end-to-end integration analysis, including gathering requirements, mapping data flows, and identifying system dependencies across client environments. • Lead solution design activities, translating complex business and technical requirements into clear, actionable architecture and integration specifications. • Apply a data analyst mindset to evaluate integration performance, surface anomalies, and recommend improvements based on data evidence. • Leverage and apply AI tools and emerging technologies to enhance solution quality, accelerate delivery, and solve client challenges more effectively. • Collaborate with internal consultants and client project teams to deliver enterprise-level HCM solutions. • Create and maintain comprehensive solution documentation, including design specifications, data dictionaries, and test plans. • Manage and resolve integration issues in a timely and solution-oriented manner. • Build strong, trust-based partnerships with clients by demonstrating technical depth and a proactive, can-do attitude.
Analista Contábil
Riv ContabilidadeNunca será pelo preço dos meus serviços, mas pela transformação e valor que gero junto ao meu negócio.
• Executar atividades contábeis rotineiras com supervisão, garantindo a correta escrituração e o cumprimento das obrigações legais da empresa. • Efetuar lançamentos e conciliações contábeis de menor complexidade. • Apoiar na apuração de resultados e conferência de saldos contábeis. • Auxiliar na elaboração de balancetes e demonstrações financeiras. • Apoiar o time na entrega das obrigações acessórias. • Organizar documentos e evidências para auditorias internas/externas.
Junior Accountant
Riv ContabilidadeNunca será pelo preço dos meus serviços, mas pela transformação e valor que gero junto ao meu negócio.
• Perform routine accounting tasks under supervision, ensuring accurate bookkeeping and compliance with the company's legal obligations. • Record and reconcile less complex accounting entries. • Support in determining results and reviewing account balances. • Assist in the preparation of trial balances and financial statements. • Support the team in submitting statutory and ancillary filings. • Organize documents and evidence for internal and external audits.



