Advisor Support Team Lead

Altruist • Dallas, TX

11d

About The Position

Altruist is hiring an Advisor Support Lead for its Customer Success team during a period of significant growth. The role leads a diverse team of up to 14 professionals supporting registered investment advisors through chat, email, and phone. The lead is responsible for timely, high-quality service and a highly engaged team culture, balancing people leadership, escalation resolution, projects, and direct customer support.

The role partners with the Manager, Support on coaching, professional development, hiring, and training. It helps maintain service levels and customer satisfaction, monitors interactions for accuracy and compliance, and drives continuous learning. The lead also serves as a product and systems expert, coordinates with Product and Engineering on defects and service requests, and ensures customer feedback is captured to inform product and process decisions. The position supports the team through frequent change, improves efficiency and morale, maintains response templates and knowledge base articles, and conducts service recovery with advisors.

Requirements

• At least 3 years of experience in a similar role; B2B, SaaS, and/or fintech experience is preferred.
• At least 2 years of broker-dealer operations or clearing firm experience.
• Working knowledge of investing and of the work Registered Investment Advisors (RIAs) do for their clients.
• Empathy toward customers and team members, with exemplary active-listening and interpersonal skills.
• Ability to train, motivate, and coach others to maintain high customer-service standards and team morale.
• Ability to work as a follower, leader, or teammate as circumstances demand.
• Technical aptitude and ability to learn modern technology stacks and ticket-management systems such as Zendesk and Jira.
• Strong ownership and pride in work.
• Excellent communication and listening skills.
• Resilience and determination in the face of adversity.
• Confidence, a strong knowledge base, openness to discovering the unknown, and receptiveness to differing perspectives.
• Creative problem-solving skills.

Nice To Haves

• FINRA Series 7 and Series 63 licenses are highly preferred.

Responsibilities

• Balance leadership responsibilities, escalation resolution, project work, and hands-on customer support.
• Coach and encourage team members on day-to-day performance.
• Foster professional development in partnership with the Manager, Support.
• Ensure service levels and customer satisfaction goals are achieved.
• Ensure customer interactions are positive, accurate, and brand-building.
• Monitor interactions for accuracy and adherence to compliance and regulatory guidelines, and identify training and continuous-learning opportunities.
• Serve as an expert on Altruist’s product offerings and systems used by the Client Group.
• Translate complex customer issues for technical and non-technical audiences.
• Act as the Customer Success liaison to Product and Engineering; oversee defect and service-request resolution and share cross-functional updates.
• Ensure customer-interaction data and feedback are appropriately tagged to inform product roadmap and process-optimization decisions.
• Assist management with hiring, new-hire training, and ongoing training.
• Help the team adapt to frequent change and coordinate new processes and procedures.
• Identify and drive opportunities to improve team efficiency and morale in partnership with the Manager, Support.
• Maintain and update internal and external response templates and knowledge base articles.
• Perform other related duties and project work as required or requested.
• Conduct service recovery and seek advisor feedback by phone, video, or email.

Benefits

• Premium healthcare, dental, and vision insurance plans (HMO and PPO).
• 401(k) savings plan with a 4% match and immediate vesting.
• 16 weeks of paid parental leave after one year of employment.
• Professional growth and development opportunities, including an employee mobility program and an annual learning and development budget.
• Company perks program with discounts on pet insurance, fitness, cell phone plans, and travel.
• Financial guidance program covering topics such as debt, personal spending, savings goals, and home-purchasing preparedness.
• One-month work-from-anywhere policy, with exceptions for some positions and countries.
• Bonus program for eligible roles.
• Amenity-filled office spaces in Culver City, San Francisco, and Dallas.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed