Client Support Specialist
Core
Key liaison between users and product, resolving client inquiries and collaborating cross-functionally to enhance user experience.
Role type
Senior Client Support Specialist (B2B SaaS)
Builds
Single platform for managing private investments (venture capital, hedge funds, private equity)
Domain
Financial Technology / Private Investments
Deliverable
client delivery
Required skills
in-depth troubleshooting, escalation management, bug investigation, documentation ownership, feedback translation, mentoring junior staff
Preferred skills
B2B/SaaS/fintech experience, senior support or team lead capacity, product-first mentality, financial technology knowledge
Responsibilities
Perform in-depth troubleshooting via email and instant message; serve as primary escalation point for complex inquiries; investigate user-reported issues and collaborate with Engineering; own and evolve team training materials and internal documentation; translate recurring client friction points into actionable feedback for Product and Operations; mentor and support junior team members
Seniority
Senior, hands-on IC with mentorship responsibilities
