Location
Remote - in US
Employment Type
Full time
Location Type
Remote
Department
Customer Support
Overview
We are a profitable, mission-driven fintech company that provides quality financial solutions for people whose needs go unmet by traditional institutions. We serve people with complex needs and those who care for them, and it is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives.
This is an opportunity for a thoughtful, systems-minded leader to be a client service team lead and help deliver exceptional service directly to clients who rely on us during some of life’s most complex moments. This person will manage a small but mighty team, stay on the front lines of day-to-day client needs, and shape the tools and processes that help us scale with care. This is a great chance to blend hands-on support, people leadership, and operational problem-solving - all in service of individuals with unique financial needs.

• Provide direct client support for account administration, including responding to time-sensitive client email tickets, reviewing email drafts, and resolving escalations from meetings and the support inbox.
• Manage and support a small client services team across US timezones, including day-to-day oversight, coverage during absences, and coaching on new processes and projects.
• Own and improve tech systems and workflows that power client services, such as Zendesk processes, SOP creation and documentation, project tracking tools, and team schedules.
• Collaborate with cross-functional teams to address escalated issues and deliver high-quality client service, particularly during complex or nuanced client interactions.
• Serve as a resource on client calls related to operational and platform questions, helping to ensure smooth ongoing client service.
• Support the onboarding and transition of new clients by leading platform training, participating in client meetings, and managing operational setup tasks like funding transfers.