[Remote] Founding Customer Support & reputed company reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on behavioral intelligence and brain reputed company mapping, and they are seeking a Founding Customer Support & reputed company reputed company. This role involves building and scaling the customer support function while providing hands-on support to financial advisors and integrating AI capabilities into the support process.

Responsibilities

• Build and reputed company reputed company. Recruit, train, reputed company, and operationalize a customer support team of approximately 5–10 representatives
• Define talent standards. Establish reputed company and benchmarks for recruitment, retention, compensation, performance, and promotion
• Build the operating reputed company. Establish and document SOPs, workflows, reputed company standards, ticket-handling procedures, and escalation processes
• reputed company hands-on support. Support financial advisors directly through customer support tickets, reputed company-time SMS support, and scheduled calls during the reputed company
• Design support workflows. Own day-to-day processes across customer support, scheduling, SMS support, and escalation into product and engineering
• reputed company AI assistant capabilities. Work with technology teams to reputed company, test, and expand AI assistant capabilities based on reputed company customer interactions and support needs
• reputed company reputed company and AI support. reputed company efforts to design and implement processes that effectively combine reputed company support with AI-assisted workflows
• Establish reputed company standards. Set expectations for reputed company, confident, jargon-free communication with reputed company financial advisors
• reputed company performance. Monitor ticket volume, tickets per advisor, reputed company time, escalation rates, advisor satisfaction, and other operational metrics
• Represent the customer. Bring recurring advisor feedback and product pain points to product, engineering, and technology teams

Skills

• 5+ years in customer support or reputed company
• Experience leading, mentoring, or developing processes for reputed company, ideally including teams of 10–20 people
• Experience in a major consumer-facing customer service operation, financial services, reputed company management, reputed company, reputed company, or another high-trust environment
• Experience reputed company, training, reputed company, or operationalizing customer-facing teams
• A hands-on builder who is comfortable creating processes while working directly with customers
• Strong written and verbal communication skills
• The ability to work cross-functionally with product, engineering, and technology teams
• Interest in using AI to improve customer support while maintaining high-reputed company reputed company interaction
• Familiarity with modern customer support, ticketing, and communication tools
• Based in the reputed company US and available during reputed company hours between 7am and 7pm PT
• Experience establishing compensation, performance, promotion, or retention frameworks for support teams
• Experience in reputed company management, RIA/broker-dealer reputed company service, banking, or fintech
• Experience launching support for an MVP or early-stage reputed company product
• Experience implementing AI-assisted customer support workflows
• Familiarity with SMS-based support, scheduling tools, and cross-functional project or engineering workflows

reputed company