Advisor Support Lead
About Altruist
Altruist is a fast growing fintech company that's transforming the financial advice industry. Our mission is to make financial advice better, more affordable, and accessible to everyone. We’re a modern custodian built exclusively for registered investment advisors (RIAs). As we disrupt legacy custodians and revolutionize the $100T RIA market, we're seeking exceptional individuals to join our team. If you embody our core values of kindness, brilliance, and grit, and are passionate about making a meaningful impact, we want to hear from you!
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
Dallas, TX salary range
$79,000—$105,000 USD
Benefits
- Competitive salary and stock options
- Premium Healthcare, Dental, and Vision insurance plans
- Generous paid parental leave
- 401(k) savings plan with matching contributions
- Flexible paid time off
Total compensation includes a competitive benefits package along with equity in the form of Stock Options (ISOs). A salary offer will be determined by a number of factors including experience, skill level, internal pay equity, geographic location, and other relevant business considerations. We review all employee pay and compensation programs regularly to ensure fair, equitable, and competitive pay. At Altruist, we are committed to providing fair, equitable, and competitive compensation by leveraging market data to inform our pay bands. Base salaries will be reviewed at regular intervals throughout the year, typically in conjunction with performance review cycles. By evaluating compensation on a regular basis, we are able to reward high performance and ensure all employees have opportunities for growth.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Altruist we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.