Before we get started:
Here at Ingenio, we'd love to talk with you regardless of your qualifications or years of experience. If you believe you’d be a great fit for this role, we invite you to apply even if you do not meet all points on the job description.
Who we are:
Ingenio is a global media and technology company developing products that provide guidance on love, relationships, careers, and all aspects of life. We are passionate about connecting people with the world’s best advisors and content to empower everyone to live happier lives.
Ingenio offers the world’s largest portfolio of over 20 marketplace and media brands in the spiritual and emotional wellness space. Our flagship brands include Keen, Horoscope.com, Astrology.com, Purple Garden, Kasamba, and Kang.
How you’ll be impactful:
As a Senior Advisor Support Representative, you will…
Serve as the front line of support for our Advisor community, ensuring Advisors receive timely, accurate, and high-quality assistance.
Help Advisors navigate day-to-day platform needs so they can focus on delivering great customer experiences.
Contribute to a seamless and consistent Advisor experience by resolving issues quickly and identifying opportunities to improve support processes.
This is an hourly role, and requires working Monday through Friday, 6:00am to 3:00pm Pacific time.
This is a remote role; however, if you are located in the San Francisco Bay Area, you will be expected to work from our San Francisco office three days per week — Tuesdays-Thursday. This hybrid schedule helps us foster collaboration while maintaining flexibility for our local team members.
What you’ll be doing:
- Act as a primary point of contact for Advisor inquiries, providing prompt, clear, and empathetic support across a high volume of requests.
- Troubleshoot and resolve day-to-day Advisor issues related to accounts, listings, tools, payments, availability, and platform functionality.
- Investigate technical issues using internal systems, call logs, and platform data to identify root causes and support timely resolution or escalation.
- Support onboarding and activation of new Advisors by guiding them through setup, policies, and initial platform usage.
- Follow established processes and workflows to ensure consistent and accurate support, while identifying gaps or inefficiencies.
- Partner with Customer Support, Trust & Safety, Product, Marketing, QA, and Operations teams to escalate and resolve more complex issues.
- Maintain detailed and accurate records of Advisor interactions, issues, and resolutions.
- Monitor common Advisor questions and recurring issues, surfacing trends and recommending improvements to tools, processes, or documentation.
- Educate Advisors on platform basics, policies, and best practices to reduce friction and prevent issues.
What you’ll need to be successful:
- 3-5+ years of experience in customer support, customer success, operations, or a similar coach/customer-facing role.
- Strong written and verbal communication skills, with the ability to provide clear and empathetic support.
- Ability to manage a high volume of requests while maintaining attention to detail and quality.
- Strong problem-solving skills and the ability to troubleshoot issues independently.
- Highly organized and able to prioritize effectively in a fast-paced environment.
- Comfort following structured processes while also identifying opportunities for improvement.
Nice to have:
- Experience in marketplace, gig-economy, or Advisor/coach/creator marketplace platforms.
- Familiarity with support tools such as Zendesk, Jira, or similar systems.
- Experience supporting onboarding or handling operational workflows.
- Comfort working with data or support metrics (e.g., response time, resolution time, CSAT).
Perks & Benefits:
- Opportunity to work alongside a friendly, talented, and highly collaborative team
- Premium medical, dental, and vision insurance
- Generous holiday and PTO policies (including Birthday PTO!)
- Summer Fridays
- Technology stipend
- 401k matching program
- Lunch
- Wellness allowance
- Training and development opportunities and allowance
- Fun and inclusive in-person and virtual events
Pay Transparency:
The US hourly range for this full-time position is $23.08-$38.46/hour ($48,000-$80,000/annually). Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Candidates must have valid work authorization. This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas.
Why Ingenio?
Our growing team of over 300 employees is powered by our diverse perspectives and company core values:
- We are humble. We believe the best result is achieved by leveraging others’ perspectives
- We think like owners. We make decisions that optimize for the greater good of the organization
- We challenge limiting beliefs. We are at our best when we identify and shatter status quo expectations
Ingenio is an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Top Skills
What We Do
Ingenio is the world’s largest media and marketplace platform dedicated to helping a diverse global community find the light. At Ingenio, this is our mantra, goal, and genuine hope. Light is levity, joy, and wonder; it is also clarity and calm. It enables us to see the world with empathy and compassion, which informs how we approach our work with our customers, advisors, and employees as we create a more resilient world. By supporting thought leaders in spiritual and wellness practices over two decades, Ingenio provides a trusted foundation in this modern transformational age where evolving technologies fuel renewed interest and innovation in emotional and spiritual health. Our curated offerings encompass a wide array of holistic traditions, allowing for easy, stigma-free connection and accessibility for our users to discover their best selves. Inclusive, accessible, and essential, Ingenio is home to a trusted community of advisors whose passion is guidance, connection, and support. Each works with their unique gifts to provide advice and wisdom, helping to answer life’s most important questions. Simply, Ingenio provides a modern compass for navigating this era of awakening. Are you ready to bring more wonder into the world? Find the light at Ingenio
