Client Support Representative

Summary

Join Flourish, a fast-growing fintech startup, as a Client Support Specialist! Provide exceptional client support via phone, email, and chat, resolving technical issues and ensuring a positive client experience. Collaborate with internal teams to address client needs and contribute to the growth of the client support organization. Develop and maintain client support materials, optimize processes, and participate in strategic initiatives. This remote role, based in Dallas, requires a Bachelor's degree, 3+ years of client support experience in financial services, and relevant licenses. Flourish offers competitive salaries, bonuses, and benefits.

Requirements

• Bachelor’s degree
• 3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction
• A FINRA Series 7 license
• A curious, analytical mind and strong problem-solving skills
• Self-starter with a positive attitude
• A professional, personable and humble manner
• Excellent interpersonal skills, as well as verbal and written communication skills
• Position is a remote role based in Dallas

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 availability to inbound client demands
• Real time queue management for phone support
• Define and implement short-term business strategies to improve client experience and increase support team efficiency
• Training and development of new support representatives, including development of training materials
• Ensure all support-related tasks are completed in a timely matter, including working past the close of support hours as needed
• Must be able to work West Coast hours (9am - 5pm PT) and have flexibility to cover other US timezones as needed

Preferred Qualifications

• Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar
• A genuine passion for delivering exceptional customer service
• A proactive, ownership-driven mindset, treating responsibilities with care and dedication

Benefits

• Competitive salaries
• Bonus and incentive opportunities
• Benefits for all employees
• Base Salary Range: $51,500 - $80,000 plus bonus