Advisor Support Lead

Advisor Support Lead

Requirements

• 3+ years of experience from a similar role, preferably B2B, SaaS, and/or fintech
• 2+ years broker-dealer operations or clearing firm experience
• Working knowledge of investing and what Registered Investment Advisors (RIAs) do on behalf of their clients
• An empathic approach both towards your customers but also your team; exemplary active listening and interpersonal skills
• Ability to train, motivate, and coach in order to maintain high customer service standards and build team morale
• Comfortable being a follower, leader, or teammate as occasion demands
• Technologically savvy and can easily get up to speed on modern tech stacks and ticket management systems (i.e., Zendesk, Jira, etc.)
• The pride you put into every aspect of your work is unparalleled and undeniable
• Intentional dialogue is a superpower. You listen as well as you share your perspective with others.
• Unwavering determination to achieve success, no matter the adversity you face along the way.
• Possess a strong knowledge base, the ability to discover the unknown, and are open to differing perspectives.
• Instinctually creative with your approach in finding solutions to roadblocks.

Responsibilities

• Balance responsibilities of leadership, escalation resolution, projects, and hands-on customer support
• Provide coaching and encouragement on day-to-day performance
• Foster ongoing professional development in partnership with Manager, Support
• Ensure desired service levels and customer satisfaction are achieved
• Ensure every interaction is treated as a coveted, positive, brand building, opportunity
• Monitor interactions for accuracy, adherence to compliance and regulatory guidelines; identify opportunities for individual and team training and continuous learning
• Act as an expert in Altruist’s product offerings and systems utilized by the Client Group
• Translate complex customer issues for both technical and non-technical audiences
• Act as the Customer Success liaison to Product and Engineering; oversee defect and service request resolution and share key cross-functional updates between teams
• Ensure data and feedback gathered through customer interactions are appropriately tagged to help Altruist prioritize product roadmap and process optimization decisions
• Assist management with hiring processes and new hire and ongoing training
• Help team adapt quickly to frequent change in hypergrowth environment; support and coordinate new processes and procedures
• Identify and drive opportunities to improve team efficiency and/or improve team morale in partnership with Manager, Support
• Help maintain and update response templates and knowledge base articles (both internal and external facing)
• Perform other related duties and/or project work as required or requested
• Do service recovery and seek feedback via phone, video or email with advisors

Preferred Qualifications

• FINRA series 7 and 63 licenses are highly preferred