Client Support Associate
| Company | Arch |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.
- Have prior experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.
- Are an excellent communicator – both written and verbally – with the ability to explain complex topics in a clear and approachable way.
- Feel a strong sense of pride and ownership in your work and always follow through to deliver results.
- Thrive in a stimulating and fast-paced environment.
Responsibilities
- Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
- Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
- Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
- Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
- Help create training and FAQ documentation, training materials, and internal documentation, with the goal of making users more efficient and self-sufficient over time.
- Proactively bring forward common customer friction points and ideas for improvement based on your experience.
Preferred Qualifications
- Want to learn more about financial technology, investing, and alternative assets (previous exposure to private investments is a plus but not required).