Advisor Support Representative

About the role

This is not a traditional support role. Advisor Support Representatives at Altruist operate at the intersection of product, operations, and service, solving complex problems that directly impact advisors and their clients. The work requires a high degree of adaptability, curiosity, and resilience. Our advisors rely on us to navigate challenges that are often nuanced, unfamiliar, or time-sensitive, and that responsibility is not for everyone. We are looking for individuals who bring kindness and empathy to every interaction, intellectual rigor to problem-solving, and the grit to persist through ambiguity.

Responsibilities

• Utilize proprietary and partner systems to diagnose and resolve complex customer inquiries spanning account opening, funding, trading, fee billing, reporting, and account maintenance
• Sleuth defects and proactively shepherd issues to resolution in close partnership with product, engineering, operations, and compliance teams
• Provide exceptional customer service by building rapport, demonstrating empathy, and driving advisor trust and long-term loyalty
• Become an expert in Altruist’s product offering and end-to-end operational workflows
• Develop deeper expertise within one or more product or operational specializations, serving as a go-to resource for advisors and internal partners
• Apply advanced product and process knowledge to resolve more complex or nuanced advisor issues within your specialization
• Translate complex customer issues clearly for both technical and non-technical audiences
• Tag data and feedback gathered through customer interactions to inform product roadmap prioritization and process improvement
• Help maintain and update response templates, internal documentation, and platform FAQs
• Adhere to all compliance and regulatory guidelines at all times

Requirements

• 2 or more years of customer support or call center experience
• 2 or more years of broker-dealer operations or clearing firm experience
• Working knowledge of investing and an understanding of what Registered Investment Advisors (RIA) do on behalf of their clients
• Proficiency with ticket management systems such as Salesforce and Jira

Qualifications

• Deep empathy for customers, including exemplary active listening and interpersonal skills
• 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

Skills

• Technological savvy and quick to get up to speed on modern tech stacks and ticket management systems (i.e., Salesforce, Jira, etc.)

Benefits

We offer a competitive pay and equity for eligible positions. Our dynamic offering of perks and benefits are tailored for you to feel your best while doing your best. These include:

• A hybrid work schedule for most positions to promote strong, in-person collaboration
• 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 pay and equity for eligible positions
• 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
• 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 countries)

Pay

Dallas, TX salary range - Advisor Support Representative - Level 2: $54,000 - $71,000 USD
Dallas, TX salary range - Advisor Support Representative - Level 3: $68,000 - $85,000 USD

Schedule

This is a hybrid role with three in-office days per week.