Client Support Specialist

Arch • New York, NY

13d • $95,000 - $110,000 • Onsite

About The Position

As a Client Support Specialist, you will serve as a key liaison between Arch’s users and its product, helping deliver a seamless and supportive client experience. You will respond to inbound inquiries, resolve user issues, share product expertise, and collaborate across teams to improve the overall user experience. This role is suited to someone who enjoys problem-solving, is eager to learn, and is interested in the intersection of technology and finance.

Requirements

• 2–5 years of experience in a client-facing or support role.
• Demonstrated experience in a senior support or team lead capacity.
• A product-first mindset and interest in becoming a product expert.
• A proactive, positive, and driven approach to problem-solving and customer service.
• Excellent written and verbal communication skills, including the ability to explain complex topics clearly and accessibly.
• A strong sense of ownership and follow-through.
• Ability to thrive in a stimulating, fast-paced environment.
• Interest in financial technology, investing, and alternative assets.

Nice To Haves

• Experience in a B2B, fintech, SaaS, or startup setting.
• Previous exposure to private investments.

Responsibilities

• Troubleshoot and resolve client inquiries received by email and instant message, escalating issues to the Operations team when appropriate.
• Act as the primary escalation point for complex or high-priority client inquiries and work with Operations and Engineering to resolve nuanced issues.
• Provide an exceptional client experience through effective communication, proactive learning, and relationship-building.
• Take ownership of inbound inquiries, provide updates, and ensure open items are resolved in a timely manner.
• Investigate user-reported issues and collaborate with Engineering to identify and resolve bugs.
• Maintain and improve team training materials and internal documentation as product and process changes occur.
• Turn recurring client friction points into structured, actionable feedback for Product and Operations, including proposed solutions.
• Mentor and support junior team members, including Associates and Senior Associates, on troubleshooting, client communication, and best practices.

Benefits

• Lunch provided in the office.
• An in-person team community and collaborative office environment.
• Opportunity to take on meaningful responsibility and impact from day one.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed