Client Support Manager
About The Position
Arch is a Series B financial technology company that automates the management of private investments. It provides standardized data, documents, and insights in a single platform to help investors make informed decisions. The company has more than 200 employees and serves over 400 clients. The Client Support Manager serves as a key liaison between clients and Arch’s product. The role handles inbound inquiries, troubleshoots and resolves user issues, provides product expertise, and collaborates with Operations, Engineering, and Product to improve the client experience. The manager also maintains training materials and internal documentation and mentors junior team members.
Requirements
- 2–5 years of experience in a client-facing or support role.
- At least 1 year of management experience.
- A product-first mentality and enthusiasm for becoming a product expert.
- A driven, positive, proactive problem-solving approach and ability to think on your feet while providing excellent customer service.
- Excellent written and verbal communication skills, including the ability to explain complex topics clearly and accessibly.
- A strong sense of ownership and pride in work, with a record of following through to deliver results.
- Ability to thrive in a stimulating, fast-paced environment.
Nice To Haves
- Experience in a B2B, fintech, SaaS, or startup setting.
- Previous exposure to private investments.
Responsibilities
- Troubleshoot and resolve client inquiries received through email and instant message, escalating issues to Operations when appropriate.
- Serve as the primary escalation point for complex or high-priority inquiries and work with Operations and Engineering to resolve nuanced issues.
- Provide an exceptional client experience through effective communication, proactive learning, and relationship building.
- Own inbound inquiries, keep clients updated, and ensure open items are resolved in a timely manner.
- Investigate user-reported issues and collaborate with Engineering to identify and resolve bugs.
- Maintain and evolve training materials and internal documentation so they reflect current products and processes.
- Turn recurring client friction points into structured, actionable feedback for Product and Operations, including proposed solutions.
- Mentor and support Associates and Senior Associates on troubleshooting, client communication, and best practices.
Benefits
- Lunch provided in the office.
- In-person team collaboration and camaraderie.
- High-impact work with responsibility from day one.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
