Client Support Team Lead

Wealth.com•New York, NY

3d•$90,000 - $120,000•Hybrid

About The Position

Wealth.com is the industry’s leading advanced planning platform. Trusted by many of the largest names in global finance, Wealth.com combines proprietary AI with deep technical expertise to serve the needs of clients across the wealth spectrum. The company has been widely recognized for innovation and leadership, winning Top Estate Planning Technology and Top Estate Planning Implementation at the 2025 WealthManagement.com Industry Awards, being named the 2024 Best Technology Provider in the Trust category, and earning #1 in estate planning market share in the 2025 Kitces AdvisorTech Study. Our team is fundamental to our standing as the leading wealth planning platform. We cultivate a collaborative and supportive environment, fostering innovation and making Wealth.com a truly enjoyable workplace. Wealth.com is proud to be certified as a Great Place to Work for 2025. We are seeking a proven Client Support Team Lead to build and lead a world-class support organization at one of fintech's most recognized and fastest-growing platforms. This is not a steady-state management role — it is a builder's role. You will manage and develop a team of Support Associates while simultaneously reimagining how we deliver support at scale: leveraging AI, automation, data, and smart workflows to shift from reactive firefighting to proactive, systematic client success. As wealth.com continues to onboard customers at a rapid pace, you will be the person who ensures our support function grows intelligently — without linearly scaling headcount.

Requirements

5+ years of experience in client support, customer success, or technical support — with at least 2 years in a people management or team lead capacity
Proven track record of building or scaling a support organization — not just managing within one
Demonstrated success using data to drive support operations: experience with ticket analytics, SLA management, deflection metrics, and root cause analysis
Deep understanding of modern support tooling — Zendesk, Intercom, Freshdesk, or equivalent — and hands-on experience implementing or improving support workflows and automation
Strong cross-functional communicator — comfortable working with Product, Engineering, and executive stakeholders to drive change
Builder mindset: thrives in ambiguity, can operate without a complete playbook, and gets energized by creating structure where little exists
Familiarity with AI-assisted support tools and a genuine interest in using automation thoughtfully to improve client experience

Nice To Haves

Experience in fintech, wealthtech, legaltech, or a similarly regulated, complex B2B SaaS environment strongly preferred

Responsibilities

Design and own the support infrastructure: ticketing systems, routing logic, escalation paths, SLAs, and tier-based support structure — systematizing what exists and building what does not
Lead, coach, and develop a team of Client Support Associates, establishing clear performance expectations, career paths, and specialization tracks as the team grows
Drive the shift from reactive to proactive support — using product instrumentation, onboarding analytics, and incident trend data to identify and resolve root causes before clients file a ticket
Build and maintain a support analytics practice: track ticket drivers, time to resolution, reopen rates, deflection rates, onboarding issue rates, and incident trends — and use that data to drive decisions across support, product, and onboarding
Partner with Product and Engineering to surface recurring client issues, advocate for product improvements, and reduce support volume through better in-product guidance and self-service tooling
Implement AI-assisted support workflows and automation to improve response quality, reduce manual effort, and enable the team to handle growing volume without proportional headcount growth
Develop and maintain a self-service knowledge base, help center, and client-facing resources that reduce inbound ticket volume and empower clients to resolve issues independently
Project support capacity needs as wealth.com scales — modeling volume, staffing, and tooling requirements ahead of growth rather than in response to it
Establish and enforce clear SLAs with systematic tracking and escalation protocols that give clients and internal stakeholders visibility and confidence
Collaborate with Onboarding, Customer Success, and Sales to ensure smooth client transitions and identify where support friction points originate upstrea

Benefits

Competitive salary.
Hybrid work arrangement for theNew York area; otherwise, fully remote. We also meet together in person several times a year.
Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
100% company-paid basic life insurance, short-term and long-term disability insurance.
100% paid parental leave upon eligibility.
Company equity managed through Carta.
401k with match and 100% vesting upon hire.
Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.
Take time off for holidays—and yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.
Free estate planning for life!