Tech Stack

Description

You will solve complex problems for financial advisors using Altruist's platform, acting as a bridge between product, operations, and service. You'll diagnose and resolve inquiries related to account opening, trading, billing, and more, while building advisor trust and contributing to product improvements.

Requirements

• 2 or more years of customer support or call center experience
• 2 or more years of broker-dealer operations or clearing firm experience
• Working knowledge of investing and an understanding of what Registered Investment Advisors (RIA) do on behalf of their clients
• Proficiency with ticket management systems such as Salesforce and Jira
• Deep empathy for customers, including exemplary active listening and interpersonal skills
• Bachelor’s degree or equivalent professional experience preferred
• Technologically savvy and able to get up to speed on modern tech stacks and ticket management systems
• Strong ownership, superb communication, resilience, assurance, and creative problem solving

Responsibilities

• Diagnose and resolve complex customer inquiries spanning account opening, funding, trading, fee billing, reporting, and account maintenance
• Sleuth defects and proactively shepherd issues to resolution in partnership with product, engineering, operations, and compliance teams
• Provide exceptional customer service by building rapport, demonstrating empathy, and driving advisor trust and long-term loyalty
• Become an expert in Altruist’s product offering and end-to-end operational workflows
• Develop deeper expertise within one or more product or operational specializations, serving as a go-to resource for advisors and internal partners
• Apply advanced product and process knowledge to resolve more complex or nuanced advisor issues within your specialization
• Translate complex customer issues clearly for both technical and non-technical audiences
• Tag data and feedback gathered through customer interactions to inform product roadmap prioritization and process improvement
• Help maintain and update response templates, internal documentation, and platform FAQs
• Adhere to all compliance and regulatory guidelines at all times