Customer Support Representative

About Wealthbox

Wealthbox is recognized as the top CRM software designed for financial advisors and is among the fastest-growing platforms in its sector. Serving thousands of financial advisors, it offers modern, AI-enhanced software that simplifies managing client relationships, streamlines workflows, and promotes effective team collaboration through a user-friendly product.

Job Responsibilities

• Provide support to customers by addressing inquiries and issues through multiple channels including email via help-desk ticketing software, phone calls, video conferencing, live chat, and screen-sharing.
• Manage and monitor customer questions to ensure prompt resolution, escalating technical matters as needed.
• Record and manage feature requests and bug reports, working closely with product development and engineering teams to resolve issues.
• Maintain and enhance the AI-powered support ticketing system by developing prompts, routing rules, labeling tickets, and embedding product knowledge to improve system handling of Wealthbox-specific concerns.
• Keep the company's knowledge base up to date by updating FAQs and related documentation.
• Identify product and support processes improvements to enhance customer experience.
• Contribute to customer success by recognizing recurring issues and suggesting user experience enhancements.
• Stay informed of Wealthbox product updates and industry trends relevant to financial institutions.

Candidate Profile

• At least two years of experience in online customer support, ideally within SaaS, with FinTech industry exposure viewed favorably.
• Experience supporting web-based applications used by consumers or business professionals; CRM software support experience is advantageous.
• Basic understanding of cloud services, various toolsets, operating systems, and browsers.
• Excellent communication abilities, particularly via email, live chat, and phone conversations.
• Strong skills in time and project management.
• Positive and helpful demeanor, skilled at resolving customer issues effectively.
• Dependable and ethical in approach, always ready to assist customers with a constructive attitude.

Work Schedule and Location

• Work is scheduled on weekdays during business hours.
• Fully remote position; no travel required.

Benefits

• Competitive pay structure.
• Comprehensive health insurance.
• 401(k) retirement plan.
• Paid leave entitlements.