About the position

Please note: This is a hybrid position based out of our Dallas, Texas facility.

Altruist is entering an exciting phase, and we're looking for an Advisor Support Lead to join our Customer Success team.

What you’ll do

• 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 CSAT 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

What you’ll bring

• Series 7 and Series 63 highly preferred
• 1 years broker-dealer operations or clearing firm experience
• 3 years of experience from a similar role, preferably B2B, SaaS, and/or fintech
• Working knowledge of investing and what Registered Investment Advisors (RIAs) do on behalf of their clients
• Proficiency with ticket management systems such as Zendesk and Jira; experience with Agile software development preferred
• 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
• Ability to maintain a flexible mindset and adapt quickly to new demands and challenges
• Able to deal with frequent change, delays, or unexpected events
• Team mindset focused on setting each other up for success; low ego
• Strong written and verbal communication skills
• Approach all job responsibilities with a sense of urgency and attention to detail