Advisor Support Team Lead

Altruist•Dallas, TX

2h•$79,000 - $113,000

About The Position

Altruist is hiring an Advisor Support Lead to join its Customer Success team during a period of growth. The role leads a diverse team of up to 14 professionals serving registered investment advisors through chat, email, and phone. The lead ensures service is delivered within appropriate timeframes and with a high degree of customer satisfaction, while building an engaged team culture. The position balances people leadership, escalation resolution, projects, and hands-on customer support. It coaches team members, supports professional development, monitors service quality and compliance, and helps the team adapt to change. The lead also acts as a product and systems expert and as a liaison between Customer Success, Product, and Engineering to resolve defects and service requests and share customer feedback. The role is based in the context of Altruist’s wealth-management technology business; the posting lists a Dallas, Texas salary range of $79,000–$113,000 USD.

Requirements

At least 3 years of experience in a similar role, preferably in B2B, SaaS, and/or fintech.
At least 2 years of broker-dealer operations or clearing-firm experience.
Working knowledge of investing and 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 to maintain high customer-service standards and build team morale.
Ability to act as a follower, leader, or teammate as circumstances require.
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 overcoming adversity.
Confidence, a strong knowledge base, curiosity, and openness to differing perspectives.
Creative problem-solving skills.

Nice To Haves

FINRA Series 7 and Series 63 licenses are highly preferred.

Responsibilities

Balance leadership, escalation resolution, project work, and hands-on customer support.
Coach and encourage day-to-day performance and foster professional development in partnership with the Manager, Support.
Ensure service levels and customer satisfaction goals are achieved.
Ensure each customer interaction is a positive, brand-building experience.
Monitor interactions for accuracy and compliance with regulatory guidelines; identify individual and team training opportunities.
Serve as an expert on Altruist’s products and the systems used by the Client Group.
Translate complex customer issues for technical and non-technical audiences.
Act as Customer Success liaison to Product and Engineering; oversee defect and service-request resolution and communicate cross-functional updates.
Ensure customer-interaction data and feedback are tagged appropriately to inform product-roadmap and process-optimization decisions.
Assist management with hiring, new-hire training, and ongoing training.
Help the team adapt to 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 annual learning-and-development budget allocation.
Company perks program with discounts on pet insurance, fitness, cell phone plans, travel, and other offerings.
Financial guidance program offering counseling on debt, personal spending, saving and planning goals, and home-purchasing preparedness.
One-month work-from-anywhere policy, with exceptions for certain positions and countries.
Bonus program for eligible roles.
Amenity-filled offices in Culver City, San Francisco, and Dallas.
Competitive total compensation.