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

Los Angeles, CA salary range - Advisor Support Representative - Level 2

$57,000 - $76,000 USD

Los Angeles, CA salary range - Advisor Support Representative - Level 3

$68,000 - $90,000 USD

What we bring

• Stunning, amenity-filled office spaces in Culver City, CA, San Francisco, CA, and Dallas, TX. Our offices are intentionally designed for comfort, collaboration, and productivity.
• Competitive pay and equity for eligible positions.
• Premium healthcare, dental, and vision insurance plans (HMO and PPO).
• 401k savings plan with a 4% match and immediate vesting.
• 16 week paid parental leave after one year of employment.
• Professional growth and development opportunities including an employee mobility program and an annual L&D budget allocation for each employee.
• Company perks program (includes discounts on pet insurance, fitness, cell phone plans, and travel, etc.).
• Financial guidance program (includes counseling on navigating debt, tracking personal spend, saving and planning goals, home-purchasing preparedness, etc.).
• One month work from anywhere policy (with the exception of a few countries).

Total compensation includes a competitive benefits package, along with equity in the form of Stock Options (ISOs) for eligible roles. For salaried positions, a salary offer will be determined by a number of factors including experience, skill level, internal pay equity, geographic location, and other relevant business considerations. We review all employee pay and compensation programs regularly to ensure fair, equitable, and competitive pay. At Altruist, we are committed to providing fair, equitable, and competitive compensation by leveraging market data to inform our pay bands. Base salaries will be reviewed at regular intervals throughout the year, typically in conjunction with performance review cycles. By evaluating compensation on a regular basis, we are able to reward high performance and ensure all employees have opportunities for growth.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Altruist we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.