Client Support Representative

Flourish•New York, NY

104d•$61,000 - $80,000

About The Position

As a client support representative, you’ll provide client support via phone, email and chat from 9am to 5pm ET, leveraging both internal and external tools. Client questions will range from providing straightforward answers about our products to solving in-depth issues that require a deep understanding of both our product and client circumstances – you can get a sense of the issues our clients ask about on our online Help Center FAQs. You’ll partner with our product team and work closely with engineers to help resolve thorny issues within a dynamic, always-changing environment. Equally as important as providing white-glove support will be contributing to our client support organization. This will include building the playbook we’ll use to scale our client support organization, tagging and tracking client issues to identify trends, reporting on metrics used to efficiently run our business, and developing and maintaining internal and external client support materials, from email templates to phone scripts to client-facing FAQs. Given the small size of our team, this role is far more dynamic than the typical support role, and will involve operating within a fast-paced, technology centric environment that is constantly evolving.

Requirements

Bachelor’s degree
3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction
A FINRA Series 7 license
Due to the nature of this position, as part of the background check process, candidates must be able to pass a fingerprint background check to qualify as a fingerprinted person under FINRA. For roles requiring registration, additional regulatory screenings may apply, including a review of Form U5 disclosures and other relevant licensing information.
A curious, analytical mind and strong problem-solving skills
Self-starter with a positive attitude
A professional, personable and humble manner
Excellent interpersonal skills, as well as verbal and written communication skills

Nice To Haves

Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar
A genuine passion for delivering exceptional customer service
A proactive, ownership-driven mindset, treating responsibilities with care and dedication

Responsibilities

Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues
Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed
Assist with the review and onboarding process for new accounts
Develop and maintain external client support materials, from email templates to call scripts to FAQs
Participate in support center scheduling, aligning staffing and hours of availability to inbound client demands
Real time queue management for phone support
Define and implement short-term business strategies to improve client experience and increase support team efficiency
Training and development of new support representatives, including development of training materials
Ensure all support-related tasks are completed in a timely matter, including working past the close of support hours as needed