Job description
We are a profitable, mission-driven fintech company that provides quality financial solutions for people whose needs go unmet by traditional institutions. We serve people with complex needs and those who care for them, and it is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives.
This is an opportunity for a thoughtful, systems-minded leader to be a client service team lead and help deliver exceptional service directly to clients who rely on us during some of life’s most complex moments. This person will manage a small but mighty team, stay on the front lines of day-to-day client needs, and shape the tools and processes that help us scale with care. This is a great chance to blend hands-on support, people leadership, and operational problem-solving - all in service of individuals with unique financial needs.
What You’ll Do
Provide direct client support for account administration, including responding to time-sensitive client email tickets, reviewing email drafts, and resolving escalations from meetings and the support inbox.
Manage and support a small client services team across US timezones, including day-to-day oversight, coverage during absences, coaching on new processes and projects, and career development.
Own and improve tech systems and workflows that power client services, such as Zendesk processes, SOP creation and documentation, project tracking tools, and team schedules.
Collaborate with cross-functional teams to address escalated issues and deliver high-quality client service, particularly during complex or nuanced client interactions.
Serve as a resource on client calls related to operational and platform questions, helping to ensure smooth ongoing client service.
Support the onboarding and transition of new clients by leading platform training, participating in client meetings, and managing operational setup tasks like funding transfers.
Who You Are
5+ years of experience in client services, trust operations, or a related financial services role
Proven experience in team leadership and people management
Demonstrated ability to manage complex workflows and prioritize competing demands
Strong organizational skills and extreme attention to detail, with the ability to track and follow up on notifications and action items
Analytical thinking and problem-solving capabilities in operational and client service contexts
Comfort with flexible, variable workloads and willingness to step in to support frontline teams when needed
Proficiency in professional email communication, which includes writing clear, accurate responses to clients and stakeholders, and managing sensitive information with care
Familiarity with financial products or fiduciary services, particularly those designed for individuals with unique financial needs
Background in cross-functional collaboration, especially across Customer Support, Operations, and Product teams
Experience developing or improving processes to support a growing or scaling client services function
Why You’ll Love Us
We’ve got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of a mission-driven organization that truly cares about each other and the people we serve.
With fifty million Americans in our addressable market, we are catering to tons of people who need our products and services across the country - and we’ve got the potential to reach many more.
Our customers are not only grateful for our services but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners love us, and we love them back. You can sleep soundly every night knowing you are doing a really wonderful thing by getting our services into more hands.
We treat one another like we treat our customers: with respect and dignity. Diversity, equity, and inclusion are cultural values we take very seriously, and we welcome and recruit team members of all backgrounds and identities.
We offer competitive wages, health, dental and vision coverage, paid parental leave, 12 paid holidays each year, your own professional development budget, and an awesome vacation package.
We like to have fun together! The majority of us work from home from all across the US, and we enjoy connecting virtually for laughs with teammates, and appearances of kiddos and furry friends over Zoom. We also meet up in-person: we have small offices in San Francisco and in Kingston NY, and we also love our in-person team get-togethers around the country.
If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our team.
