Customer Support Representative
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 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.
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