Customer Support Specialist

Customer Support Specialist

OneVest is a fast-growing technology company on a mission to Power the World's Wealth by revolutionizing how financial institutions deliver wealth management services. We are an innovative team that thrives on creativity, collaboration, and the pursuit of excellence. We've been listed as one of Forbes's best start-up employers, and named on the WealthTech100 list for 2024. OneVest is backed by notable investors including Salesforce Ventures, Allianz Life Ventures, TIAA Ventures, OMERS Ventures, Fin Capital, Deloitte Ventures, and more. If you're passionate about finance, technology, and making a real impact, this is the perfect opportunity to be part of something big.

We are seeking a Customer Support Specialist to manage and resolve customer support tickets efficiently while maintaining high levels of customer satisfaction. This role will be responsible for responding to customer inquiries from our HubSpot support queue, ensuring timely responses, and working towards quick resolution times. Additionally, the specialist will contribute to our Knowledge Base (KB) by authoring and updating support documentation, FAQs, and how-to guides.

Our customers include financial institutions such as banks, registered investment advisors (RIAs), wealth management firms, asset management firms, and insurance companies. This role involves working closely with professionals in the financial services industry, assisting them with troubleshooting and optimizing their use of our SaaS wealth management platform. The ideal candidate should be comfortable communicating with financial professionals, addressing technical inquiries, and ensuring a seamless support experience.

The Customer Support Specialist will work closely with Customer Success Managers (CSM) and report to the Director, Customer Success to ensure a seamless customer support experience.

Your Responsibilities

Customer Support & Ticket Management (70%)

• Monitor and manage incoming support tickets in HubSpot, ensuring prompt responses and prioritization;
• Provide first-line support, troubleshooting issues and resolving common customer questions;
• Collaborate with the CSM, Product, and Engineering teams to escalate and resolve complex issues;
• Adhere to response time and resolution time SLAs, ensuring customers receive timely assistance;
• Track, document, and communicate ticket progress and resolutions to customers effectively;
• Identify recurring customer issues and provide insights to the Customer Success & Product teams for proactive improvements.

Knowledge Base & Documentation (20%)

• Author and update Knowledge Base (KB) articles, including troubleshooting guides, FAQs, and how-to documentation;
• Continuously improve support resources to empower customers with self-service options;
• Work with the Product & Customer Success teams to create product training materials and best practices guides;
• Maintain an organized and up-to-date library of customer-facing support documentation.

Cross-Team Collaboration & Process Improvement (10%)

• Work closely with the Customer Success Manager (CSM) to ensure a seamless support experience for customers;
• Share customer feedback and trends with the Product and Engineering teams to improve product features and usability;
• Identify areas for process improvement in support workflows and suggest optimizations;
• Assist in onboarding and training new support team members when needed.

Your Skills & Qualifications

• 2+ years of experience in customer support, help desk, or technical support roles, preferably in FinTech;
• Experience with HubSpot (or similar ticketing systems) for support ticket management;
• Strong troubleshooting skills and ability to communicate technical concepts to non-technical users;
• Excellent written and verbal communication skills, with a customer-first mindset;
• Ability to multi-task and prioritize in a fast-paced environment;
• Experience creating knowledge base articles, FAQs, and how-to guides;
• Good understanding of wealth management, financial technology, or portfolio management software is a plus.

What It's Like To Work With Us

• Culture: It's fun, rewarding, fast-paced - and we build cool stuff, too!
• Vacation: 4 weeks of vacation in addition to a company wide shutdown between Christmas and New Year
• Flexibility: A flexible & hybrid working environment
• Health & Wellness: Comprehensive Group Health, Dental and Vision Benefit Plan right from the start
• Equity: Employee Stock Option Purchase Plan

Sound like a good fit? Apply today! Don't meet every single requirement? We encourage you to apply anyways. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we would still like to review your resume. You may be just the right candidate for this or other roles. OneVest is dedicated to fostering a diverse, equitable, and inclusive workplace. We encourage applications from individuals of all backgrounds, including those with visible and non-visible disabilities. If you require accommodations at any stage of the recruitment and selection process, please reach out to recruiting@onevest.com and we'll be happy to support you.