Client Support Representative

Flourish•Dallas, TX

7d•$51,500 - $80,000•Hybrid

About The Position

Flourish is hiring a Client Support Representative to provide white-glove support to clients of its financial products, primarily during Central Time business hours. The role handles client questions by phone, email, and chat, ranging from straightforward product questions to complex issues requiring knowledge of the product and client circumstances. The representative works with product teams, engineers, sales, and relationship management to resolve issues and share client feedback. In addition to direct client support, this role helps build and improve Flourish’s support organization. Work includes developing support processes and materials, tracking issues and trends, reporting on operational metrics, managing phone queues and staffing, and contributing to strategies that improve service and efficiency. The role is dynamic and operates in a fast-paced, evolving technology environment. It is a hybrid position based in Dallas, with required Central Time coverage from 9 a.m. to 5 p.m. and flexibility to cover other U.S. time zones as needed.

Requirements

High school diploma or equivalent.
At least 3 years of client support experience in financial services, or a similar client-facing role involving significant phone or email interaction.
FINRA Series 7 license.
Must be able to pass a fingerprint background check to qualify as a fingerprinted person under FINRA; additional regulatory screenings may apply for roles requiring registration.
Curious, analytical approach and strong problem-solving skills.
Self-starter with a positive attitude.
Professional, personable, and humble manner.
Excellent interpersonal, verbal, and written communication skills.
Ability to work Central Time hours from 9 a.m. to 5 p.m. and flexibility to cover other U.S. time zones as needed.
Hybrid work based in Dallas.

Nice To Haves

Experience with client support process improvement, metrics, reporting, hiring or training support representatives, or similar work.
Genuine passion for delivering exceptional customer service.
Proactive, ownership-driven mindset, with care and dedication in handling responsibilities.

Responsibilities

Provide an excellent, white-glove client experience by phone, email, and chat, including technical support.
Work with internal stakeholders, including product teams, sales, and relationship management, to resolve client issues.
Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives.
Assist with reviewing and onboarding new accounts.
Develop and maintain client support materials, including email templates, call scripts, and FAQs.
Participate in support center scheduling to align staffing and availability with inbound client demand.
Manage the phone support queue in real time.
Define and implement short-term strategies to improve client experience and support team efficiency.
Train and develop new support representatives, including creating training materials.
Complete support-related tasks in a timely manner, including working past support hours when needed.
Work Central Time hours (9 a.m.–5 p.m.) and provide coverage for other U.S. time zones as needed.