Client Support Specialist

Arch • New York, NY

3d • Onsite

About The Position

As a Client Support Specialist, you will be a key liaison between our users and our product, playing a pivotal role in delivering a seamless and supportive client experience. You will respond to inbound inquiries, solve user issues, share product expertise, and collaborate cross-functionally to enhance the overall user experience.
This is a great opportunity for someone who is enthusiastic about solving problems, eager to learn, and excited about working at the intersection of technology and finance.

Requirements

• Have demonstrated experience in a senior support or team lead capacity, and are ready to take on greater ownership beyond your individual workload.
• Have demonstrated experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.
• Have a product first mentality and are excited to become a product expert.
• Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.
• Are an excellent communicator - both written and verbally - with the ability to explain complex topics in a clear and approachable way.
• Feel a strong sense of pride and ownership in your work and always follow through to deliver results.
• Thrive in a stimulating and fast-paced environment.
• Want to learn more about financial technology, investing, and alternative assets (previous exposure to private investments is a plus but not required).

Responsibilities

• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
• Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.
• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
• Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.
• Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.
• Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

Benefits

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.
• Great office - we’ve invested in a great space for the Arch team to come together, at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).
• Lunch is on Us - Grab lunch on us while you’re in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees