Advisor Support Team Lead

About Altruist Altruist is transforming the multi-trillion dollar wealth management industry by building an AI platform for wealth professionals. We partner with financial advisors nationwide, empowering them to grow, optimize time and resources, and deliver superior outcomes for their clients. We're looking for exceptional talent to help us achieve our mission of making financial advice better, more affordable, and accessible to all. If you're passionate about challenging the status quo and want to do the most important work of your life, we'd love to meet you! But first, our values Kindness - Kindness doesn’t just equal niceness. We listen to understand. We embrace, and encourage healthy debate and diverse perspectives. We approach conflict openly, honestly, and respectfully. Brilliance - Humility is the skill we’re most proud of and possessing a growth mindset is always top of mind. We take ownership in everything we touch; regularly using our unique superpowers to reach a common goal as a team. We succeed and fail as one. Grit - When challenges arise, we stay laser focused on achieving our mission and finding a way forward, even when it’s hard. We are nimble and maintain a sense of urgency, swiftly adapting to change and overcoming obstacles. The opportunity 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. Your impact • 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 • Help team adapt quickly to frequent change in hypergrowth environment; support and coordinate new processes and procedures • Identify and drive opportunities to improve team efficiency and/or improve team morale in partnership with Manager, Support • Help maintain and update response templates and knowledge base articles (both internal and external facing) • Perform other related duties and/or project work as required or requested • Do service recovery and seek feedback via phone, video or email with advisors What you bring • Experience • 3+ years of experience from a similar role, preferably B2B, SaaS, and/or fintech • 2+ years broker-dealer operations or clearing firm experience • Working knowledge of investing and what Registered Investment Advisors (RIAs) do on behalf of their clients • An empathic approach both towards your customers but also your team; exemplary active listening and interpersonal skills • Ability to train, motivate, and coach in order to maintain high customer service standards and build team morale • Comfortable being a follower, leader, or teammate as occasion demands • Technical aptitude - You’re technologically savvy and can easily get up to speed on modern tech stacks and ticket management systems (i.e., Zendesk, Jira, etc.) • Ownership - The pride you put into every aspect of your work is unparalleled and undeniable • Superb communication - Intentional dialogue is a superpower. You listen as well as you share your perspective with others. • Resilience - We’re inspired by your unwavering determination to achieve success, no matter the adversity you face along the way. • Assurance - Your confidence is brilliant, yet ego-less. You possess a strong knowledge base, the ability to discover the unknown, and are open to differing perspectives. • Creative problem solving - Identifying the problem is simply not enough. You’re instinctually creative with your approach in finding solutions to roadblocks. • Bonus points if you bring • FINRA series 7 and 63 licenses are highly preferred Dallas, TX salary range $79,000—$113,000 USD What we bring Attracting and retaining top-tier talent is a priority. We are proud of the culture we’ve built and are cognizant of the ever-changing professional landscape. Our dynamic offering of perks and benefits are tailored for you to feel your best while doing your best. • Stunning, amenity-filled office spaces in Culver City, CA, San Francisco, CA, and Dallas, TX. Our offices are intentionally designed for comfort, collaboration, and productivity. • Competitive total compensation. • Premium healthcare, dental, and vision insurance plans (HMO and PPO). • 401k savings plan with a 4% match and immediate vesting. • 16 week paid parental leave after one year of employment. • Professional growth and development opportunities including an employee mobility program and an annual L&D budget allocation for each employee. • Company perks program (includes discounts on pet insurance, fitness, cell phone plans, and travel, etc.). • Financial guidance program (includes counseling on navigating debt, tracking personal spend, saving and planning goals, home-purchasing preparedness, etc.). • One month work from anywhere policy (with the exception of a few positions and countries). Total compensation includes a competitive benefits package, along with a bonus program for eligible roles. For salaried positions, a salary offer will be determined by a number of factors including experience, skill level, internal pay equity, geographic location, and other relevant business considerations. We review all employee pay and compensation programs regularly to ensure fair, equitable, and competitive pay. At Altruist, we are committed to providing fair, equitable, and competitive compensation by leveraging market data to inform our pay bands. Base salaries will be reviewed at regular intervals throughout the year, typically in conjunction with performance review cycles. By evaluating compensation on a regular basis, we are able to reward high performance and ensure all employees have opportunities for growth. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Altruist we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.