Flourish Client Support Representative

MassMutual•New York, NY

6d•$61,000 - $80,000•Remote

About The Position

As a client support representative, you’ll provide client support via phone, email and chat from 9am to 5pm PT / 11am to 7pm CT, 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. Since 2017, Flourish has been on a mission to help financial advisors evolve from holistic advice to holistic implementation to more fully serve their clients and achieve better outcomes. We focus on independent Registered Investment Advisors (RIAs), delivering financial products that advisors can’t easily access today through beautiful, scalable, and easy-to-use technology. Today, we work with over 1,000 RIAs that collectively represent more than $2.6T in assets under management across two products — Flourish Annuities and Flourish Cash — and with our recent acquisition of Sora Finance, we’ll be adding a lending offering in 2026. Headquartered in New York City, we are an independently-operating, wholly-owned subsidiary of MassMutual Life Insurance Company. Read on if you are interested in joining a small, highly-collaborative, rapidly-growing startup—backed by the support and stability of a Fortune 500 company. You are an ambitious self-starter looking to join a fast-growing fintech startup as a client support specialist. You love providing truly white-glove client support, whether via phone, email or chat, and have excellent communication skills (both written and verbal). You have a penchant for explaining complex, technical details to non-technical audiences. You have an indefatigable approach to problem solving and see every client interaction as an opportunity to improve the business overall. Beyond providing support, you are also excited to contribute to every aspect of a growing client support organization, from optimizing the technology we use to preparing reporting to thinking strategically about how we can provide better service, more efficiently. You also love collecting client feedback and sharing with our product organization to help us understand client requests and act as a key voice in improving the product.

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
Position is a remote role based in Dallas

Nice To Haves

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
Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar

Responsibilities

Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
Manage reporting with internal stakeholders, from defining metrics to internal reporting, particularly with sales, relationship management, and product teams
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
Assist in new account opening/approvals
Define and implement short-term business strategies to improve client experience and increase support team efficiency
Training & development of new support representatives, including development of training materials
Must be able to work West Coast hours (9am - 5pm PT)

Benefits

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees.
Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
We help people secure their future and protect the ones they love.
As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first.
It’s more than our company structure – it’s our way of life.
We are a company of people protecting people.
Our company exists because people are willing to share risk and resources, and rely on each other when it counts.
At MassMutual, we Live Mutual.
At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.
Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.