Betterment Customer Support Associate Interview Questions
& Process

I started off with a phone interview which was pretty straight forward. From there they said they would like to schedule an in person interview the following week but would need to coordinate schedules. I was then passed off to another person in HR who coordinated the interviews. I had a first round interview with two Customer Experience Supervisors and was given a laptop after the interviews to answer two hypothetical questions from a user to see how I would respond. I left, sent my thank you notes and then was contacted by the same interview coordinator to come in for a second round of interviews. I came back in the following week to meet with the Customer Experience Manager, Director of Customer Experience and the Chief Product Officer. Once the interviews were complete I was invited to stay and eat lunch with a few of the Customer Experience team members. I was asked to then gather a few references and send them over. They checked my references and made an offer. Overall the process was pretty straight forward. Best bit of advice is to come up with thought provoking and well-thought-out questions to ask everyone.

So after a quick initial phone screen, they sent me a case study which involved simulated customer interactions. Then there was another phone interview, and if that went well, I had an in-person interview with 2-3 people plus a casual chat with future teammates. The final stage involved interviews with higher-ups, even the CPO, and about 3-4 other leaders. Talking to at least 7-8 people total made it a really drawn-out process, and honestly, I thought it was pretty inefficient. After all that, they took weeks to respond, even after I followed up. When they finally called, it was to say they picked someone else, without giving any specific reasons. It started out great, moving fast and seeming efficient, but then it went completely downhill after the in-person. It felt like they wasted their Director's and CPO's time with candidates they weren't sure about. Plus, they didn't seem to respect my time either, taking nearly a month to get back and over a week just to acknowledge my email. I suspect it's a good company, but the interview experience itself was pretty disappointing, not because I didn't get the job, but because of how they handled it.

After applying, I first had to complete a written test with two questions. A week later, I had a call with HR, then a few days after that I spoke with the Customer Experience manager. Finally, about a week after that, I had a long 3-hour interview block where I met with five different people.