Product Specialist

Title - Product Specialist

Reports To - Som Ameri (Product Specialist Manager)

Location - Draper, UT

mostly in person, some work-from-home

About the Role

Become a trusted expert on all things Jump, relied on by Jump customers and prospects. Help manage Jump’s customer support desk, responding quickly and competently to financial advisors’ questions, issues, and requests. Keep track of pending customer issues, and keep customers up-to-date on the status of those issues. Write Jump help articles and steer customers towards these articles. Contribute wherever needed. Jump is a customer-experience-obsessed company, so this is a very important role on the team.

• Help manage the high-velocity, high-volume Jump Help Desk – a chat interface powered by Intercom.

• Serve as a representative of Jump by responding quickly and professionally to our customers’ requests. (Our customers are financial advisors.)

• Debug and resolve some customer issues live over Zoom calls.

• Leave our customers feeling delighted with your interactions.

• Be a Jump expert and constantly educate users on how to get the most out of Jump’s features.

• Note customers’ feature requests and recurring issues, and highlight those for the product and engineering teams.

• Help establish Jump as the category leader, trusted and loved by customers.

• Help build Jump into a career-making, exceptional place to work.

About You

• You are a top-5% writer + verbal communicator – clear, professional, and quick.

• You learn and work quickly and independently.

• You are meticulous, detail-oriented, and great at multi-tasking.

• You are a relationship builder, and a professional and personable ambassador of any brand you represent.

• You are responsible and take accountability.

• You are comfortable using technical interfaces, and good at thinking methodically about why something might not be working, though you do not need to know anything about computer programming, math, or AI.

• You understand what it means to work at an early-stage tech company and are excited about the related opportunities and challenges.

• You are excited by the prospect of helping financial advisors leverage cutting-edge AI.

What You’ve Done

• You were a high-performing student in high school and college. (College degree required.)

• Helpful if you have 1-5 years of professional experience, preferably in a customer-facing role in tech, though we do also hire new college grads.

Jump’s mission is to empower financial advisors and their clients to thrive in the age of AI. Jump’s primary product is an AI assistant helping financial advisors with their client meeting cycle and other workflows. Jump’s product is expanding to include many other advisor workflows, as well as into other finserv verticals.

Jump leads its category in market share, customer satisfaction, and analyst rankings, and has grown rapidly. Jump customers include leading independent broker dealers such as LPL, Osaic, Raymond James, and Cetera, and leading RIAs including Focus Financial, Merit, Savant, Allworth, Sanctuary Wealth, Integrated Partners, and more.

Jump was launched in 2023 by repeat entrepreneurs and is led by a team with backgrounds from Harvard, Stanford, Google, Snowflake, Bill.com, JPMorgan, Fidelity, Bain, Bain Capital Ventures, Auditboard, Nitrogen, and eMoney.

Jump is a Series A company backed by top venture capital firms and industry strategics including Battery, Sorenson, Pelion, and Citi.

Jump’s team values are High Velocity, World Class, and Direct + Kind + No Drama.

Please consider joining us in our work to transform the client and advisor / rep experience in financial services by delivering cutting edge, practical, compliant AI technology to help those who help safeguard the financial future of everyday people everywhere

• Must be a resident of United States