Client Services Lead

Incedo•Austin, TX

1d•Onsite

About The Position

We are looking for an experienced Service Lead to join our advisor technology platform team and serve as the primary liaison between financial advisors and our internal operations, data, sales, and implementation teams. This is a high-impact, client-facing role for someone who thrives at the intersection of wealth management, technology, and service excellence. You will be a key architect of the advisor service experience — diagnosing pain points, designing scalable processes, triaging complex data and platform issues, and ensuring advisors can get maximum value from their advisor technology platform. This role requires someone who can hit the ground running with deep industry knowledge and a builder's mindset.

Requirements

8–12 years of experience in a client service, relationship management, or service lead role within wealth management
Prior experience at a broker-dealer, TAMP (Turnkey Asset Management Platform), or custodian in a client-facing capacity — this is non-negotiable
Demonstrated experience designing or improving service processes in a financial services environment
Hands-on familiarity with advisor and client portals and the workflows advisors rely on day-to-day
Strong working knowledge of financial data concepts — including account aggregation, performance reporting, portfolio data, and custodial data feeds
Proven ability to triage and manage complex, multi-stakeholder issues to resolution
Excellent written and verbal communication skills; ability to translate technical issues for non-technical advisors and vice versa

Nice To Haves

Advisor Empathy — You understand the pressures advisors face and advocate relentlessly on their behalf
Structured Problem Solving — You bring order to ambiguity and can break complex issues into clear, actionable steps
Cross-Functional Influence — You work effectively across teams without direct authority and can align stakeholders quickly
Process Orientation — You don't just solve problems; you build systems to prevent them from recurring
Platform Fluency — You're comfortable navigating technology platforms and can quickly get up to speed on new tools

Responsibilities

Serve as the primary point of contact for advisor inquiries, escalations, and ongoing service needs
Proactively identify and resolve advisor pain points related to platform functionality, data quality, and reporting
Develop trusted relationships with advisors to ensure high satisfaction, adoption, and retention
Triage and route service issues across data, operations, sales, and the platform implementation team with urgency and clarity
Act as the connective tissue between advisors and internal teams — translating advisor needs into actionable tickets and resolution paths
Track open issues and ensure timely resolution; maintain accountability across stakeholders
Design and implement a structured service model for advisor-facing support, including intake, triage, escalation, and resolution workflows
Build playbooks, FAQs, and self-service resources to reduce recurring issues and improve advisor independence
Define and monitor KPIs to measure service quality, response times, and advisor satisfaction
Support advisors in navigating client and advisor portal features, reporting tools, and data integrations
Identify recurring data quality issues and partner with the data and operations teams to implement upstream fixes
Stay current on platform product updates and ensure advisors are informed of changes that affect their workflows