Client Support Specialist

Client Support Specialist

As a Client Support Specialist, you will be a key liaison between our users and our product, playing a pivotal role in delivering a seamless and supportive client experience.

• Respond to inbound inquiries, solve user issues, share product expertise, and collaborate cross-functionally to enhance the overall user experience.
• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
• Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.
• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
• Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.
• Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.
• Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

This is a great opportunity for someone who is enthusiastic about solving problems, eager to learn, and excited about working at the intersection of technology and finance.

In This Role, You Will:

• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
• Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.
• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
• Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.
• Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.
• Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

Qualifications:

• 2-5 years of experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.
• Demonstrated experience in a senior support or team lead capacity, and are ready to take on greater ownership beyond your individual workload.
• A product first mentality and excitement to become a product expert.
• A driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.
• An excellent communicator - both written and verbally - with the ability to explain complex topics in a clear and approachable way.
• A strong sense of pride and ownership in your work and always follow through to deliver results.
• Thriving in a stimulating and fast-paced environment.

A Note About Us:

Most of our full-time roles are based onsite at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, move quickly, and deliver exceptional service to our clients. For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location.

We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment.

Some Perks Of Working For Arch Include:

• A strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• A team community and camaraderie - we have enormous trust in each other and always do what we can to support one another.
• A beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch.
• Lunch is on Us - we’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well-earned break.