Senior 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 an Senior Support Specialist to deliver tailored, expert-level support to our enterprise customers. This role requires deep technical knowledge and the ability to collaborate with teams across large organizations to ensure successful product implementation and ongoing operational excellence. The ideal candidate will be adept at managing relationships with key decision-makers and ensuring that the Wealthbox CRM platform is optimized for each client’s unique business processes.
What You’ll Do
Serve as the primary point of contact for enterprise-level clients, managing their needs through email, phone, and video conferencing.
Act as a technical advisor, helping enterprise clients optimize their use of Wealthbox’s advanced features such as workflow automation, custom reporting, and role-based permissions.
Guide clients through integrations set up and tech stack configuration.
Collaborate with enterprise customers to troubleshoot and resolve escalated technical issues and offer solutions for integration with other enterprise software platforms.
Track, manage, and prioritize feature requests and bug reports, working directly with product and engineering teams to address enterprise-specific requirements.
Maintain documentation for enterprise-level solutions, including playbooks for technical issue resolution and FAQs tailored to complex workflows.
Partner with the customer success, sales, and relationship management teams to drive renewals, upsell opportunities, and long-term customer loyalty.
Stay current on Wealthbox product updates, industry trends, and regulatory changes affecting financial institutions, sharing insights with customers.
What You Bring
4+ years of experience in enterprise customer support or customer success, preferably in SaaS (FinTech industry experience is a bonus).
Strong background in supporting CRM or large-scale enterprise software used by complex organizations with multiple teams and departments.
Deep understanding of enterprise-level IT infrastructure, cloud services, APIs, data migration, and security best practices (e.g., SSO, data encryption, SOC 2 compliance).
Expertise in CRM platforms, SaaS architecture, integrations, ticketing systems, and workflow automation.
Proven ability to communicate with technical teams (developers, IT teams) as well as non-technical stakeholders (C-level executives, department heads).
Strong time management and project management skills.
Exceptional problem-solving skills and the ability to manage high-priority escalations under pressure.
Proficiency in advanced support tools and analytics for customer behavior tracking and performance improvement.
Work Schedule
Weekdays during business hours, with flexibility to accommodate enterprise client needs.
No travel required
Benefits
Competitive compensation
Comprehensive health plan coverage
401k plan
Paid time off
Remote work