Customer Support Associate

📋 Description

• Deliver multi-channel customer service via phone, email, chat, and social.
• Explain complex investment concepts clearly to customers.
• Provide end-to-end support for setup, transactions, and transfers.
• Troubleshoot issues and coordinate with teams for rapid resolutions.
• Act as the internal voice of the customer to improve the product.
• Meet or exceed CSAT, handling time, and first-contact resolution targets.

🎯 Requirements

• Exceptional written communication to engage customers via email and live chat.
• Interest in finance and investing; support higher-net-worth clients across product lines.
• Tech-savvy; navigate multiple complex systems to respond to inquiries.
• Strong problem-solving; take initiative to resolve escalations.
• Prior customer service experience (retail, call center, etc.).
• Sound judgment, flexibility, and cross-functional collaboration; eager to learn.
• 40 hours/week; weekends may be required.
• Strong and reliable WiFi; laptop provided.

🎁 Benefits

• Medical, dental, and vision insurance; life and AD&D; STD/LTD.
• Flexible PTO and encouragement to use it.
• 7 Employee Resource Groups (ERGs) for community.
• Opportunity to own and lead change and impact.
• Professional development opportunities.
• Lunch from in-house chef at NYC headquarters.