Support Specialist

About Wealthbox

Wealthbox is the #1 rated CRM software for financial advisors and the fastest-growing platform in the market. We serve thousands of financial advisors with modern, AI-powered software that makes it easy to manage client relationships, streamline workflows, and collaborate with a team in a product people actually love to use.

The Role

Wealthbox is seeking a Support Specialist 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.

What You’ll Do

• 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.

What You Bring

• 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