Full-Time
Advisor Support Lead
Confirmed live in the last 24 hours
All-in-one investment platform for advisors
Fintech
Mid
Dallas, TX, USA
Required Skills
Agile
Communications
Zendesk
Customer Service
Requirements
- Series 7 and Series 63 highly preferred
- 1+ years broker-dealer operations or clearing firm experience
- 3+ years of experience from a similar role, preferably B2B, SaaS, and/or fintech
- Working knowledge of investing and what Registered Investment Advisors (RIAs) do on behalf of their clients
- Proficiency with ticket management systems such as Zendesk and Jira; experience with Agile software development preferred
- 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
- Ability to maintain a flexible mindset and adapt quickly to new demands and challenges
- Able to deal with frequent change, delays, or unexpected events
- Team mindset focused on setting each other up for success; low ego
- Strong written and verbal communication skills
- Approach all job responsibilities with a sense of urgency and attention to detail
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 CSAT 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
Altruist offers an all-in-one investment platform for financial advisors, featuring intuitive software for account opening, trading, reporting, and billing, along with digital bulk transfers and high-touch support. The platform utilizes commission-free fractional share trading, a model marketplace, and automated rebalancer to streamline operations and exceed client expectations.
Company Stage
Series D
Total Funding
$297M
Headquarters
Culver City, California
Founded
2018
Growth & Insights
Headcount