Client Support Specialist (Client Experience Team)

Alpha Theory • Charlotte, NC

5d • Hybrid

About The Position

Alpha Theory is a leading fintech SaaS platform used by hedge funds and asset managers to systematize portfolio construction and improve investment outcomes. We help investment teams make better decisions with analytics, workflow tools, and an efficient, repeatable investment process. As we continue to grow, we’re expanding our Client Experience organization with people who love solving complex problems, working collaboratively, and operating in a fast-paced, high-performance environment. We are seeking a Client Support Specialist to join our Client Experience team. This role is designed for someone with strong technical aptitude, a positive attitude, and a desire to support sophisticated clients in a fintech SaaS setting. You will serve as the first line of support for hedge fund and asset management clients, responding to support tickets, performing SQL-based data investigations, updating client configurations, and producing documentation and best-practice content. You will regularly leverage AI-powered tools to investigate issues, generate insights, draft responses, and improve support efficiency. You’ll work directly with engineering, product, and Client Experience Managers (CXMs) to ensure client requests are handled accurately, efficiently, and with exceptional service. This position is ideal for someone who loves problem-solving, enjoys learning about technology and investment workflows, and is excited about growing into a future Client Experience Manager role.

Requirements

• Bachelor’s degree (Finance, Economics, Math, MIS, Computer Science, or related fields preferred).
• Strong technical aptitude with the ability to learn complex software platforms quickly.
• Basic familiarity with SQL and data investigation workflows.
• Interest in and hands-on willingness to use AI-powered tools as part of daily client support operations.
• Comfort with prompt engineering concepts, including refining inputs to produce accurate, useful, and efficient outputs from AI tools.
• Excellent communication skills—clear, concise, and customer-focused.
• Strong problem-solving abilities and high attention to detail.
• Ability to manage multiple incoming requests and prioritize effectively.
• Positive, service-oriented mindset with a strong desire to help clients succeed.
• Ability to collaborate across teams and work effectively in a startup-like environment.
• Availability during standard business hours, with occasional flexibility if needed.

Nice To Haves

• Experience in SaaS client support, customer service, or technical support.
• Understanding of financial markets or investment management (a plus, not required).
• Experience with data troubleshooting, APIs, scripting languages, or analytics tools.
• Prior exposure to AI tools in a professional or academic setting.

Responsibilities

• Client Support Handle client environment configuration updates, including adjustments to settings, workflows, and basic platform setup needs.
• Serve as the primary responder to all client support tickets, ensuring timely, accurate, and professional communication.
• Assist with incoming client questions, general platform usage inquiries, and routine workflow support.
• Investigate reported issues by replicating steps, analyzing logs, reviewing data, and using SQL to diagnose discrepancies.
• Leverage AI-powered tools to accelerate issue investigation, generate insights from client data, and enhance the clarity and effectiveness of client communication.
• Apply prompt-engineering techniques to efficiently extract relevant information, troubleshoot issues, and draft high-quality responses and documentation.
• Escalate issues to engineering or product teams when needed, providing clear documentation and context.
• Track ticket progress and ensure clients receive timely updates and resolutions.
• Work daily with Client Experience Managers to relay trending issues, coordinate escalations, and support broader client relationship workflows.
• Documentation & Knowledge Content Develop and maintain help desk articles, product guides, and internal documentation.
• Write best-practice guides to help clients maximize value from the platform.
• Use AI tools to assist in drafting, refining, and maintaining client-facing and internal knowledge content.
• Contribute to product training materials and internal knowledge bases.
• Cross-Functional Collaboration Work closely with product and engineering teams to relay client feedback, report bugs, and provide insights into recurring issues.
• Partner with CXMs to ensure alignment on client health, escalations, and priorities.
• Advocate for client needs and help identify areas where product improvements can drive meaningful value.

Benefits

• Comprehensive healthcare (Medical, Vision & Dental)
• HSA Plan
• 401(k)
• Healthy Work/Life Balance
• Hybrid Work Environment (Remote/Office)
• Competitive PTO (Vacation, Sick, Bereavement, and Maternity/Paternity leave)
• Client Experience bonus pool tied to customer retention
• The chance to grow your career in a high-performance, fast-paced fintech environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level