Advisor Support Lead - Los Angeles, United States - Altruist Corp

Altruist Corp

Verified Company

Los Angeles, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 (3 days in office per week) based out of our Los Angeles 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 handson customer support
Provide coaching and encouragement on daytoday 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 nontechnical audiences
Act as the Customer Success liaison to Product and Engineering; oversee defect and service request resolution and share key crossfunctional 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 hyper growth 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 brokerdealer 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
Los Angeles, CA salary range

- $80,000—$110,000 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._