Advisor Support Representative

Advisor Support Representative

This is not a traditional support role. Advisor Support Representatives at Altruist operate at the intersection of product, operations, and service, solving complex problems that directly impact advisors and their clients. The work requires a high degree of adaptability, curiosity, and resilience. Our advisors rely on us to navigate challenges that are often nuanced, unfamiliar, or time-sensitive, and that responsibility is not for everyone. We are looking for individuals who bring kindness and empathy to every interaction, intellectual rigor to problem-solving, and the grit to persist through ambiguity. There's a lot to learn in this role, and success requires comfort with complexity, change, and continuous growth.

As the team continues to scale, Advisor Support Representatives may develop deeper expertise within a specific product or operational specialization while continuing to provide broader-based advisor support. This role is well-suited for individuals who enjoy mastering complex systems, tackling hard problems others avoid, and growing into trusted product and process experts over time.

This is a hybrid role requiring three days per week in our Culver City office.

Your impact

• Utilize proprietary and partner systems to diagnose and resolve complex customer inquiries spanning account opening, funding, trading, fee billing, reporting, and account maintenance
• Sleuth defects and proactively shepherd issues to resolution in close partnership with product, engineering, operations, and compliance teams
• Provide exceptional customer service by building rapport, demonstrating empathy, and driving advisor trust and long-term loyalty
• Become an expert in Altruist's product offering and end-to-end operational workflows
• Develop deeper expertise within one or more product or operational specializations, serving as a go-to resource for advisors and internal partners
• Apply advanced product and process knowledge to resolve more complex or nuanced advisor issues within your specialization
• Translate complex customer issues clearly for both technical and non-technical audiences
• Tag data and feedback gathered through customer interactions to inform product roadmap prioritization and process improvement
• Help maintain and update response templates, internal documentation, and platform FAQs
• Adhere to all compliance and regulatory guidelines at all times

What you bring

• Experience
  • 2 or more years of customer support or call center experience
  • 2 or more years of broker-dealer operations or clearing firm experience
  • Working knowledge of investing and an understanding of what Registered Investment Advisors (RIA) do on behalf of their clients
  • Proficiency with ticket management systems such as Salesforce and Jira
  • Deep empathy for customers, including exemplary active listening and interpersonal skills
• Education - Bachelor's degree or equivalent professional experience preferred
• Technical aptitude - You're technologically savvy and can easily get up to speed on modern tech stacks and ticket management systems (i.e., Salesforce Jira, etc.)
• Ownership - The pride you put into every aspect of your work is unparalleled and undeniable
• Superb communication - Intentional dialogue is a superpower. You listen as well as you share your perspective with others.
• Resilience - We're inspired by your unwavering determination to achieve success, no matter the adversity you face along the way.
• Assurance - Your confidence is brilliant, yet ego-less. You possess a strong knowledge base, the ability to discover the unknown, and are open to differing perspectives.
• Creative problem solving - Identifying the problem is simply not enough. You're instinctually creative with your approach in finding solutions to roadblocks.
• Bonus points if you bring
  • FINRA series 7 and 63 license preferred