Location: Remote, USA | EST Preferred
At Wealthbox, we serve thousands of financial advisors with our modern CRM software, which provides an easy way to manage client relationships, organize and execute workflow processes, and collaborate with a team in a powerful and beautiful software solution.
Wealthbox is seeking a Customer Support Representative to support the product and our customers. In this role, you will handle support requests by email via help-desk ticketing software, and you’ll also assist customers through phone calls, text chat, and screen-sharing.
Responsibilities
- Resolve our customer’s questions, issues, and needs through email, phone, video conferencing and screen-sharing.
- Track customer inquiries and ensure timely resolution while escalating complex technical issues when necessary.
- Document and process feature requests and bug reports while collaborating with the product and engineering team to address issues.
- Configure and improve our AI-driven support ticketing system by creating prompts, rules, routing logic, labeling/triaging tickets, and feeding product knowledge so the AI handles Wealthbox-specific situations more effectively.
- Maintain and update our knowledge base documentation, including FAQs.
- Identify and suggest improvements to our product and our support systems.
- Contribute to overall customer success by identifying common issues and helping to improve user experience.
- Stay current on Wealthbox product updates and industry trends affecting financial institutions.
Desired Skills & Experience
- 2+ years of online customer support experience, preferably in SaaS (FinTech industry experience is a bonus).
- Experience with supporting web application software used by consumers and/or business professionals. (CRM software is a bonus).
- Basic knowledge of cloud service offerings, toolsets, operating systems, and browsers.
- Strong communication skills, especially via email, live chat, and telephone.
- Strong time management and project management skills.
- Helpful, cheerful personality who’s adept at solving other people’s problems on the other end of the line.
- Responsible, ethical, always ready to assist customers with a positive attitude.
Work Schedule
- Weekdays, during business hours
- No travel required (fully remote)
Benefits
- Competitive compensation
- Comprehensive health plan coverage
- 401k plan
- Paid time off
