Senior Advisor Support Representative at Ingenio, LLC

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

38.46

Posted On

04 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer support, Customer success, Problem-solving, Communication, Troubleshooting, Data analysis, Onboarding, Operational workflows, Zendesk, Jira, Attention to detail, Time management

Industry

technology;Information and Internet

Description

Before we get started: Here at Ingenio, we'd love to talk with you regardless of your qualifications or years of experience. If you believe you’d be a great fit for this role, we invite you to apply even if you do not meet all points on the job description. Who we are: Ingenio is a global media and technology company developing products that provide guidance on love, relationships, careers, and all aspects of life. We are passionate about connecting people with the world’s best advisors and content to empower everyone to live happier lives. Ingenio offers the world’s largest portfolio of over 20 marketplace and media brands in the spiritual and emotional wellness space. Our flagship brands include Keen, Horoscope.com, Astrology.com, Purple Garden, Kasamba, and Kang. How you’ll be impactful: As a Senior Advisor Support Representative, you will… Serve as the front line of support for our Advisor community, ensuring Advisors receive timely, accurate, and high-quality assistance. Help Advisors navigate day-to-day platform needs so they can focus on delivering great customer experiences. Contribute to a seamless and consistent Advisor experience by resolving issues quickly and identifying opportunities to improve support processes. This is an hourly role, and requires working Monday through Friday, 6:00am to 3:00pm Pacific time. This is a remote role; however, if you are located in the San Francisco Bay Area, you will be expected to work from our San Francisco office three days per week — Tuesdays-Thursday. This hybrid schedule helps us foster collaboration while maintaining flexibility for our local team members. What you’ll be doing: Act as a primary point of contact for Advisor inquiries, providing prompt, clear, and empathetic support across a high volume of requests. Troubleshoot and resolve day-to-day Advisor issues related to accounts, listings, tools, payments, availability, and platform functionality. Investigate technical issues using internal systems, call logs, and platform data to identify root causes and support timely resolution or escalation. Support onboarding and activation of new Advisors by guiding them through setup, policies, and initial platform usage. Follow established processes and workflows to ensure consistent and accurate support, while identifying gaps or inefficiencies. Partner with Customer Support, Trust & Safety, Product, Marketing, QA, and Operations teams to escalate and resolve more complex issues. Maintain detailed and accurate records of Advisor interactions, issues, and resolutions. Monitor common Advisor questions and recurring issues, surfacing trends and recommending improvements to tools, processes, or documentation. Educate Advisors on platform basics, policies, and best practices to reduce friction and prevent issues. What you’ll need to be successful: 3-5+ years of experience in customer support, customer success, operations, or a similar coach/customer-facing role. Strong written and verbal communication skills, with the ability to provide clear and empathetic support. Ability to manage a high volume of requests while maintaining attention to detail and quality. Strong problem-solving skills and the ability to troubleshoot issues independently. Highly organized and able to prioritize effectively in a fast-paced environment. Comfort following structured processes while also identifying opportunities for improvement. Nice to have: Experience in marketplace, gig-economy, or Advisor/coach/creator marketplace platforms. Familiarity with support tools such as Zendesk, Jira, or similar systems. Experience supporting onboarding or handling operational workflows. Comfort working with data or support metrics (e.g., response time, resolution time, CSAT). Perks & Benefits: Opportunity to work alongside a friendly, talented, and highly collaborative team Premium medical, dental, and vision insurance Generous holiday and PTO policies (including Birthday PTO!) Summer Fridays Technology stipend 401k matching program Lunch Wellness allowance Training and development opportunities and allowance Fun and inclusive in-person and virtual events Pay Transparency: The US hourly range for this full-time position is $23.08-$38.46/hour ($48,000-$80,000/annually). Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Candidates must have valid work authorization. This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas. Why Ingenio? Our growing team of over 300 employees is powered by our diverse perspectives and company core values: We are humble. We believe the best result is achieved by leveraging others’ perspectives We think like owners. We make decisions that optimize for the greater good of the organization We challenge limiting beliefs. We are at our best when we identify and shatter status quo expectations Ingenio is an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Responsibilities

The Senior Advisor Support Representative serves as the primary point of contact for the Advisor community, providing empathetic support and troubleshooting platform issues. They also collaborate with internal teams to improve support processes and ensure a seamless experience for Advisors.