What are the responsibilities and job description for the Customer Support Specialist position at RedBlack?
About RedBlack
RedBlack is a leading provider of wealth technology and managed services, empowering financial advisors to scale with confidence and deliver superior outcomes for clients. With its award-winning investment management solutions, RedBlack enables financial advice firms of all sizes to enhance their value, streamline operations, and drive growth. Trusted by the wealth management industry for over 15 years, RedBlack supports more than $900 billion in assets across its platforms.
We value customer focus, craftsmanship, ownership, and teamwork. We care deeply about the quality of what we build, how we work together, and the outcomes we deliver for clients.
About the role
The Customer Support Specialist is a key member of the support team responsible for delivering timely, accurate, and empathetic assistance to customers using our award winning trading and rebalancing system. This role is heavily focused on front-line issue resolution, troubleshooting, and maintaining service-level excellence. The specialist ensures every customer receives high-quality, consistent support while collaborating closely with the Customer Success Manager, Operations Manager, and Professional Services team to keep workflows smooth and customer satisfaction high.
What you'll do
Customer Support & Case Management
- Serve as the first point of contact for customer inquiries via email, chat, or phone
- Diagnose and resolve trading, rebalancing and order management issues quickly and accurately within defined SLAs
- Manage open cases from intake through resolution, ensuring proactive communication and thorough follow-up
- Escalate complex or technical issues to higher-tier support, product, or engineering teams as appropriate
- Maintain detailed case notes and resolution steps in the support system for transparency and knowledge sharing
Service Quality & Efficiency
- Adhere to team SLAs for response and resolution times while maintaining a professional, customer-first tone
- Identify patterns in recurring issues and communicate them to the Customer Success Manager for root-cause analysis
- Contribute to process improvement by suggesting updates to support workflows, templates, and escalation paths
- Participate in daily stand-ups or queue reviews to maintain alignment with team goals and case volume
Cross-Functional Collaboration
- Coordinate with the customer success team on data accuracy, process consistency, and ticket routing improvements
- Work with Professional Services Consultants to ensure smooth post-implementation support transitions and consistent customer experiences
- Provide clear and concise feedback to Product and Engineering teams about product defects, feature gaps, or usability concerns
- Support the Customer Success Manager in maintaining operational readiness and preparing customer-facing communications
Customer Enablement & Documentation
- Update and expand internal and customer-facing knowledge base articles based on common support questions
- Contribute to the creation of troubleshooting guides, FAQs, and product-specific support content
- Share learnings from customer interactions to help train peers and improve collective support quality
Qualifications
- Associate or bachelor's degree preferred, or equivalent technical support experience
- 2–4 years in a customer support or helpdesk environment, ideally within SaaS, fintech, or software services
- Proven ability to manage high-volume caseloads while maintaining accuracy and empathy
- Excellent written and verbal communication skills with a service-oriented mindset
- Proficiency in support tools such as HubSpot Service Hub, Jira, or Salesforce Service Cloud
- Basic understanding of financial services, software troubleshooting, data analysis, or financial technology platforms is a plus
Success Metrics
- SLA adherence (first response and resolution times)
- Customer satisfaction (CSAT) and feedback quality
- Ticket backlog reduction and case resolution accuracy
- Escalation rate and first-contact resolution percentage
- Contribution to documentation and process improvement
U.S. Equal Opportunity Employment Information
Individuals seeking employment at RedBlack are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.