Altruist is in the midst of an exceptional growth phase and we’re excited to hire an Advisor Support Lead to join our growing Customer Success team. In this role, you will lead a diverse team of up to 14 professionals who provide service to RIA’s via chat, email and phone. You will ensure that the service is delivered to the Advisor in the appropriate time frames, with a high degree of delight, while creating and fostering a highly engaged team culture.

Balance responsibilities of leadership, escalation resolution, projects, and hands-on customer support

Provide coaching and encouragement on day-to-day performance

Foster ongoing professional development in partnership with Manager, Support

Ensure desired service levels and customer satisfaction are achieved

Ensure every interaction is treated as a coveted, positive, brand building, opportunity

Monitor interactions for accuracy, adherence to compliance and regulatory guidelines; identify opportunities for individual and team training and continuous learning

Act as an expert in Altruist’s product offerings and systems utilized by the Client Group

Translate complex customer issues for both technical and non-technical audiences

Act as the Customer Success liaison to Product and Engineering; oversee defect and service request resolution and share key cross-functional updates between teams

Ensure data and feedback gathered through customer interactions are appropriately tagged to help Altruist prioritize product roadmap and process optimization decisions

Assist management with hiring processes and new hire and ongoing training

Advisor Support Team Lead

Responsibilities

Benefits

Company

Altruist

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