Client Support Representative

About You

You are an ambitious self-starter looking to join a fast-growing fintech startup as a client support specialist. You love providing truly white-glove client support, whether via phone, email or chat, and have excellent communication skills (both written and verbal). You have a penchant for explaining complex, technical details to non-technical audiences. You have an indefatigable approach to problem solving and see every client interaction as an opportunity to improve the business overall.

Beyond providing support, you are also excited to contribute to every aspect of a growing client support organization, from optimizing the technology we use to preparing reporting to thinking strategically about how we can provide better service, more efficiently. You also love collecting client feedback and sharing with our product organization to help us understand client requests and act as a key voice in improving the product.

About the Role

As a client support representative, you’ll provide client support via phone, email and chat from 9am to 5pm ET, leveraging both internal and external tools. Client questions will range from providing straightforward answers about our products to solving in-depth issues that require a deep understanding of both our product and client circumstances – you can get a sense of the issues our clients ask about on our online Help Center FAQs. You’ll partner with our product team and work closely with engineers to help resolve thorny issues within a dynamic, always-changing environment.

Equally as important as providing white-glove support will be contributing to our client support organization. This will include building the playbook we’ll use to scale our client support organization, tagging and tracking client issues to identify trends, reporting on metrics used to efficiently run our business, and developing and maintaining internal and external client support materials, from email templates to phone scripts to client-facing FAQs. Given the small size of our team, this role is far more dynamic than the typical support role, and will involve operating within a fast-paced, technology centric environment that is constantly evolving.

Responsibilities

• Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
• Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues
• Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed
• Assist with the review and onboarding process for new accounts
• Develop and maintain external client support materials, from email templates to call scripts to FAQs
• Participate in support center scheduling, aligning staffing and hours of availability to inbound client demands
• Real time queue management for phone support
• Define and implement short-term business strategies to improve client experience and increase support team efficiency
• Training and development of new support representatives, including development of training materials
• Ensure all support-related tasks are completed in a timely matter, including working past the close of support hours as needed

Minimum Qualifications

• Bachelor’s degree
• 3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction
• A FINRA Series 7 license
• A curious, analytical mind and strong problem-solving skills
• Self-starter with a positive attitude
• A professional, personable and humble manner
• Excellent interpersonal skills, as well as verbal and written communication skills

Preferred Qualifications

• Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar
• A genuine passion for delivering exceptional customer service
• A proactive, ownership-driven mindset, treating responsibilities with care and dedication

At Flourish, we focus on ensuring fair, equitable pay by providing competitive salaries, along with bonus and incentive opportunities and benefits for all employees.

Base Salary Range: $61,000 - $80,000 plus bonus