What are the responsibilities and job description for the Client Experience Associate position at The Larko Group?
We are seeking a licensed, client-focused professional to serve as the primary point of contact for investors and creators on an innovative, highly regulated technology platform. This role combines exceptional customer service with disciplined regulatory communication, requiring someone who can navigate a fast-paced environment with professionalism and attention to detail.
The Registered Client Experience Associate will manage investor and creator communications across phone, email, and chat, while also helping scale support operations through chatbot development, automated resources, and compliance-related account reviews. The ideal candidate is a proactive self-starter with strong interpersonal skills, an interest in the creator economy and digital assets, and the ability to balance customer experience with regulatory requirements.
Responsibilities
- Serve as a primary point of contact for users, responding to inquiries via email, phone, and chat while delivering timely, accurate information on platform functionality, account activity, and marketplace-related questions.
- Design, implement, and refine automated support solutions, including chatbot workflows, knowledge base resources, and self-service tools that enhance the user experience and improve operational efficiency.
- Manage and prioritize customer support cases within Zendesk, ensuring issues are tracked, resolved promptly, and reported on through key service and performance metrics.
- Collaborate closely with internal teams to relay customer feedback, identify trends, and advocate for enhancements that improve platform performance and user satisfaction.
- Monitor customer engagement through surveys, account reviews, and ongoing outreach to proactively identify opportunities to strengthen relationships, address concerns, and reduce friction points before they impact the user experience.
Ideal Experience
- Active FINRA Series 7 and Series 63 licenses are required.
- Bachelor's degree required.
- Must pass a comprehensive background check and fingerprinting upon hire to register dually as an Associated Person of both the Company Market funding portal and the Company Securities, LLC broker-dealer.
- 3 years of hands-on experience in a fast-paced SaaS customer support or operations role specifically within financial services or fintech platforms.
- Proven experience managing customer operations inside professional ticketing infrastructure programs.
- Solid foundational knowledge of crypto and blockchain basics.
- Proven track record of operating successfully within lean, fast-changing business environments where responsibilities overlap and execution speed matters.
- Experience in the YouTube creator space, influencer marketing, or modern social media monetization models is a plus.
- Exceptional written and verbal communication skills, backed by high structural organization and extreme attention to detail.
The Larko Group is a women-owned, premier staffing and recruiting firm based in Chicago with a nationwide reach. We specialize in Direct Hire, Temp-to-Hire, and Temporary/Project placements across a wide range of roles, including Executive Assistants, Administrative Assistants, Personal Assistants, Chief of Staff, Office Managers, Receptionists, General Office, Event Support, Project Management, and Customer Service.