Advisor Support Team Lead
Core
Lead a team of up to 14 professionals providing customer support (chat, email, phone) to Registered Investment Advisors (RIAs) for an AI wealth management platform.
Role type
Senior Team Lead, Customer Success
Builds
Customer support operations and team culture for financial advisors
Domain
Fintech / Wealth Management
Required skills
Team leadership, coaching, conflict resolution, compliance monitoring, product expertise, cross-functional liaison, data analysis, hiring support, process optimization, service recovery
Preferred skills
FINRA Series 7 and 63 licenses, broker-dealer operations experience
Technologies
Zendesk, Jira
Responsibilities
Lead and coach a support team, ensure service level adherence, escalate and resolve complex issues, act as liaison between customers and Product/Engineering, monitor compliance, drive team efficiency, maintain knowledge base, perform service recovery
Seniority
Senior, hands-on IC with leadership responsibilities