Client Support Representative

Since 2017, Flourish has been on a mission to help financial advisors evolve from holistic advice to holistic implementation to better serve their clients and grow their businesses. We focus on independent Registered Investment Advisors (RIAs), delivering financial products that advisors can’t easily access today through beautiful, scalable, and easy-to-use technology. Today, we work with over 1,100 RIAs that collectively represent more than $2.6T in assets under management across two products: Flourish Cash and Flourish Lending. Headquartered in New York City, we are an independently-operating, wholly-owned subsidiary of MassMutual Life Insurance Company. Read on if you are interested in joining a dynamic, highly-collaborative, rapidly-growing startup—backed by the support and stability of a Fortune 500 company. About You You are an ambitious self-starter looking to join a fast-growing fintech startup as a client support specialist. You love providing truly white-glove client support, whether via phone, email or chat, and have excellent communication skills (both written and verbal). You have a penchant for explaining complex, technical details to non-technical audiences. You have an indefatigable approach to problem solving and see every client interaction as an opportunity to improve the business overall. Beyond providing support, you are also excited to contribute to every aspect of a growing client support organization, from optimizing the technology we use to preparing reporting to thinking strategically about how we can provide better service, more efficiently. You also love collecting client feedback and sharing with our product organization to help us understand client requests and act as a key voice in improving the product. About the Role As a Client Support Representative, you’ll assist clients by phone, email, and chat primarily during Central Time business hours, with flexibility to cover other U.S. time zones as needed, using both internal and external tools. Client questions will range from providing straightforward answers about our products to solving in-depth issues that require a deep understanding of both our product and client circumstances – you can get a sense of the issues our clients ask about on our online Help Center FAQs . You’ll partner with our product team and work closely with engineers to help resolve thorny issues within a dynamic, always-changing environment. Equally as important as providing white-glove support will be contributing to our client support organization. This will include building the playbook we’ll use to scale our client support organization, tagging and tracking client issues to identify trends, reporting on metrics used to efficiently run our business, and developing and maintaining internal and external client support materials, from email templates to phone scripts to client-facing FAQs. Given the small size of our team, this role is far more dynamic than the typical support role, and will involve operating within a fast-paced, technology centric environment that is constantly evolving. Responsibilities • Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support • Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues • Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed • Assist with the review and onboarding process for new accounts • Develop and maintain external client support materials, from email templates to call scripts to FAQs • Participate in support center scheduling, aligning staffing and hours of av