Senior Advisor Support Representative
About The Position
As a Senior Advisor Support Representative, you will… Serve as the front line of support for our Advisor community, ensuring Advisors receive timely, accurate, and high-quality assistance. Help Advisors navigate day-to-day platform needs so they can focus on delivering great customer experiences. Contribute to a seamless and consistent Advisor experience by resolving issues quickly and identifying opportunities to improve support processes. This is an hourly role, and requires working Monday through Friday, 6:00am to 3:00pm Pacific time. This is a remote role; however, if you are located in the San Francisco Bay Area, you will be expected to work from our San Francisco office three days per week — Tuesdays-Thursday. This hybrid schedule helps us foster collaboration while maintaining flexibility for our local team members.
Requirements
- 3-5+ years of experience in customer support, customer success, operations, or a similar coach/customer-facing role.
- Strong written and verbal communication skills, with the ability to provide clear and empathetic support.
- Ability to manage a high volume of requests while maintaining attention to detail and quality.
- Strong problem-solving skills and the ability to troubleshoot issues independently.
- Highly organized and able to prioritize effectively in a fast-paced environment.
- Comfort following structured processes while also identifying opportunities for improvement.
Nice To Haves
- Experience in marketplace, gig-economy, or Advisor/coach/creator marketplace platforms.
- Familiarity with support tools such as Zendesk, Jira, or similar systems.
- Experience supporting onboarding or handling operational workflows.
- Comfort working with data or support metrics (e.g., response time, resolution time, CSAT).
Responsibilities
- Act as a primary point of contact for Advisor inquiries, providing prompt, clear, and empathetic support across a high volume of requests.
- Troubleshoot and resolve day-to-day Advisor issues related to accounts, listings, tools, payments, availability, and platform functionality.
- Investigate technical issues using internal systems, call logs, and platform data to identify root causes and support timely resolution or escalation.
- Support onboarding and activation of new Advisors by guiding them through setup, policies, and initial platform usage.
- Follow established processes and workflows to ensure consistent and accurate support, while identifying gaps or inefficiencies.
- Partner with Customer Support, Trust & Safety, Product, Marketing, QA, and Operations teams to escalate and resolve more complex issues.
- Maintain detailed and accurate records of Advisor interactions, issues, and resolutions.
- Monitor common Advisor questions and recurring issues, surfacing trends and recommending improvements to tools, processes, or documentation.
- Educate Advisors on platform basics, policies, and best practices to reduce friction and prevent issues.
Benefits
- Opportunity to work alongside a friendly, talented, and highly collaborative team
- Premium medical, dental, and vision insurance
- Generous holiday and PTO policies (including Birthday PTO!)
- Summer Fridays
- Technology stipend
- 401k matching program
- Lunch
- Wellness allowance
- Training and development opportunities and allowance
- Fun and inclusive in-person and virtual events
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
101-250 employees
