Client Support Specialist

Client Support Specialist

We are a growing, dedicated team of financial professionals, mathematicians, financial engineers, software developers working together to transform the field of wealth management. We aim to make portfolio management frictionless, enabling every investor to benefit from levels of customization and tax management that were once the exclusive preserve of ultra-high net worth investors.

We are devoted to doing things right, bringing a fiduciary standard of care to all that we do.

Location: We are ideally looking for candidates based in Boston, but are open to considering candidates who are based in the U.S. Eastern Time Zone.

*PLEASE NOTE: This position is not eligible for visa sponsorships. Candidates must be authorized to work in the United States without current or future need for sponsorship.

Position Overview

As Smartleaf’s Client Support Specialist, you will play a critical role in supporting our software clients. You will empower clients to better utilize our innovative functionality. You will be a champion for the client base - helping problem-solve system issues, advocating for their needs with cross-functional stakeholders, and understanding how we can help them reach their firm’s goals.

Success in this role will translate to proficient Smartleaf users who are getting real value out of using the system.

We expect that a successful team member is looking for career growth. The growth opportunities include:

• Owning the success of a group of existing clients
• Owning implementations for new clients
• Owning pre-sales subject-matter-expert activities

We strongly prefer candidates local to the Boston area. While office attendance is at the discretion of employees at this time, we do find that onboarding and training greatly benefit from in-person interactions.

Preferred Qualifications

To be considered for this role, we will be looking for the following:

• Education: Bachelor's degree or higher in a related field required.
• Experience: 1-5 years of experience with enterprise SaaS support. Prior experience in Financial Services or FinTech is preferred, but not required. Series 65 is a bonus, though not required.
• Skills: You are organized, a great communicator, and apply sound judgment.
• Characteristics: You are self-sufficient and work well independently. You are also personable and relationship-oriented. You are comfortable working with internal and external stakeholders, including executives.
• Trajectory: You are eager to learn and looking for a job with room to grow.

If you think you have what it takes, but don't necessarily meet every single point on this list, please still get in touch.

Initial Responsibilities

• Become an expert on the Smartleaf platform and its various models of use
• Triage, investigate, and respond to client inquiries
• Contribute to and maintain troubleshooting database
• Provide ad hoc training to client firms
• Help out with vendor risk assessments as needed
• Keep your finger on the pulse of each client relationship
• Uphold Smartleaf’s reputation of being responsive, thorough, and creative

Core Benefits

• Comprehensive health, dental and vision insurance with 100% of premium and deductible covered for employees and family (copays apply)
• SIMPLE IRA with 4% company match
• Four weeks PTO + NYSE holidays
• Flexible work-from-home policy

Work Style

If you are remote...

• All team meetings are by video conference
• The team communicates throughout the day via messaging stream (akin to Slack), Google Meet, and Zoom
• At present, some team members have chosen to be in the office a few days a week while the majority are currently remote

If you are in-office...

• Casual dress code
• Beautiful office space within a 15-minute walk of 4 subway lines and commuter rail
• Office shower for bike commuters
• Fully stocked kitchen with breakfast and lunch options plus the opportunity to dazzle your coworkers with your barista skills (which is to say, we have an espresso machine!)