Full-Time

Advisor Support Lead

Posted on 4/6/2024

Altruist

Altruist

501-1,000 employees

All-in-one investment platform for advisors

Fintech

Mid, Senior

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 provides a comprehensive investment platform tailored for financial advisors, integrating tools for account management, trading, and client reporting. This company streamlines financial operations with advanced features like commission-free fractional share trading and automated rebalancers, reducing inefficiencies and enhancing client services. The focus on high-touch support and continuous improvement in financial technologies makes it an appealing environment for professionals looking to advance in the fintech industry.

Company Stage

Series E

Total Funding

$449.5M

Headquarters

Culver City, California

Founded

2018

Growth & Insights
Headcount

6 month growth

11%

1 year growth

29%

2 year growth

69%
INACTIVE