About Altruist

Altruist is the modern custodian built exclusively for independent financial advisors that combines a self-clearing brokerage firm with intuitive software for account opening, trading, reporting, and billing — all in one streamlined solution. Financial advisors across the U.S. have partnered with Altruist to reduce costs, save time, grow their business, and provide better outcomes for their clients. Our mission is to make financial advice better, more affordable, and accessible to everyone — butwe can’t do it alone. We’re seeking exceptional talent to join our team. That’s where you come in!

If you’re passionate about challenging the status quo and making a meaningful impact in the financial advice industry, we’d love to meet you!

But first, our values

Kindness - Kindness doesn’t just equal niceness. We listen to understand. We embrace, and encourage healthy debate and diverse perspectives. We approach conflict openly, honestly, and respectfully.

Brilliance - Humility is the skill we’re most proud of and possessing a growth mindset is always top of mind. We take ownership in everything we touch; regularly using our unique superpowers to reach a common goal as a team. We succeed and fail as one.

Grit - When challenges arise, we stay laser focused on achieving our mission and finding a way forward, even when it’s hard. We are nimble and maintain a sense of urgency, swiftly adapting to change and overcoming obstacles.

The opportunity

Altruist is in the midst of an exceptional growth phase and we’re excited to hire an Advisor Support Lead to join our growing Customer Success team. In this role, you will lead a diverse team of up to 14 professionals who provide service to RIA’s via chat, email and phone. You will ensure that the service is delivered to the Advisor in the appropriate time frames, with a high degree of delight, while creating and fostering a highly engaged team culture.

Your impact

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

What you bring

Experience
- 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
Technical aptitude - You’re technologically savvy and can easily get up to speed on modern tech stacks and ticket management systems (i.e., Zendesk, Jira, etc.)
Ownership - The pride you put into every aspect of your work is unparalleled and undeniable
Superb communication - Intentional dialogue is a superpower. You listen as well as you share your perspective with others.
Resilience - We’re inspired by your unwavering determination to achieve success, no matter the adversity you face along the way.
Assurance - Your confidence is brilliant, yet ego-less. You possess a strong knowledge base, the ability to discover the unknown, and are open to differing perspectives.
Creative problem solving - Identifying the problem is simply not enough. You’re instinctually creative with your approach in finding solutions to roadblocks.
Bonus points if you bring
- FINRA series 7 and 63 licenses are highly preferred

Dallas, TX salary range

$79,000—$113,000 USD

What we bring

Attracting and retaining top-tier talent is a priority. We are proud of the culture we’ve built and are cognizant of the ever-changing professional landscape. Our dynamic offering of perks and benefits are tailored for you to feel your best while doing your best.

A hybrid work schedule to promote strong, in-person collaboration and a healthy work-life-balance.
Stunning, amenity-filled office spaces in Culver City, CA, San Francisco, CA, and Dallas, TX. Our offices are intentionally designed for comfort, collaboration, and productivity. Employees get to enjoy free parking and EV charging, cold-brew and kombucha on tap, a fully stocked pantry with snacks, etc.
Competitive salary and equity packages
Premium healthcare, dental, and vision insurance plans
401k savings plan with matching contributions and immediate vesting
Flexible PTO so you can satisfy your passions outside of work
Generous paid parental leave
Professional growth and development opportunities including an employee mobility program and an annual L&D budget allocation for each employee
Physical and emotional wellness programs that nurture both your mind and body
Company perks program (includes discounts on pet insurance, fitness, cell phone plans, entertainment and travel, etc.)
Financial guidance program (includes counseling on navigating debt, tracking personal spend, saving and planning goals, home-purchasing preparedness, etc.)

Total compensation includes a competitive benefits package along with equity in the form of Stock Options (ISOs). A salary offer will be determined by a number of factors including experience, skill level, internal pay equity, geographic location, and other relevant business considerations. We review all employee pay and compensation programs regularly to ensure fair, equitable, and competitive pay. At Altruist, we are committed to providing fair, equitable, and competitive compensation by leveraging market data to inform our pay bands. Base salaries will be reviewed at regular intervals throughout the year, typically in conjunction with performance review cycles. By evaluating compensation on a regular basis, we are able to reward high performance and ensure all employees have opportunities for growth.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Altruist we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Advisor Support Lead

Altruist

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