Platform and Client Operations

About the Role

iCapital is seeking an Analyst or Associate for the Global Platform Support and Operations team within our Fund Operations vertical. This role sits at the center of iCapital's mission, focusing on enhancing operational scalability, driving innovation, and ensuring the delivery of exceptional support experiences to iCapital clients and partners. This individual will become an expert and advisor on the iCapital platform while striving for operational excellence.

The ideal candidate will build strong client relationships and become a strategic problem solver together with team Leads and Associates. This role is highly collaborative, with a strong focus on improving iCapital’s clients' overall satisfaction and operational processes as a team.

As an Analyst or Associate on the Global Platform Support and Operations team, this role is critical to the mission at iCapital. This individual will have strong troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced environment.

Responsibilities

• Act as the primary contact for clients, managing inquiries and optimizing their platform experience while also prioritizing and categorizing requests for efficient resolution.
• Address a wide range of client concerns, utilizing technical skills and in-depth platform knowledge.
• Meet and exceed service level agreements and performance targets through effective queue management.
• Work with internal teams to escalate and resolve high-priority issues, ensuring quick resolution.
• Enhance and maintain product documentation and internal resources to support platform users.
• Develop and maintain expert knowledge of the iCapital platform, educating clients and internal teams.
• Maintain fund collateral and offerings to keep the platform updated with varying alternative investment products.

Qualifications

• 1-4 years of experience in a client-facing role providing support for a Fintech platform or SaaS product
• Experience analyzing complex technical problems, breaking them down into actionable steps and driving them toward a resolution
• Able to thrive in a fast-paced, dynamic environment, demonstrating flexibility and the ability to quickly adjust to new challenges and priorities
• Proactive team member who seeks ways to improve client satisfaction and operational efficiency, contributing positively to our team culture and client success
• Experience with support ticketing tools and a strong foundation in technical troubleshooting with the ability to take a patient and client-centric approach to delivering technical and platform support
• Strong verbal and written interpersonal skills with the ability to explain complex concepts to clients and internal parties with limited knowledge of the topic
• Able to convey complex concepts clearly and concisely to a diverse audience

Benefits

The base salary range for this role is $70,000 to $110,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.