Advisor Support Lead

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