Job description

About Wealthbox

Wealthbox is a highly rated CRM platform built for financial advisors and recognized as one of the fastest-growing products in its market. The company supports thousands of advisors with modern, AI-assisted software designed to simplify client management, improve workflows, and make team collaboration easier.

Role Overview

Wealthbox is looking for a Customer Support Representative to help users and support the product. The position involves handling customer inquiries primarily through email-based help desk software, along with assistance through phone, text chat, and screen sharing when needed.

Key Responsibilities

Answer customer questions and solve product-related issues using email, phone, video calls, and screen-sharing sessions.
Monitor incoming support requests, work toward fast resolution, and route more complex technical matters to the right teams.
Record feature suggestions and bug reports, and work with product and engineering teams to help address those items.
Improve the AI-powered ticketing workflow by building prompts, defining rules, setting routing logic, tagging and triaging tickets, and supplying product knowledge so the system can better manage Wealthbox-specific cases.
Keep help documentation and FAQs accurate and up to date.
Recommend changes that can improve the product and the support process.
Help strengthen customer success by spotting recurring issues and contributing ideas to improve the user experience.
Stay informed about product changes and industry developments relevant to financial institutions.

Requirements

At least 2 years of online customer support experience, ideally in SaaS; experience in FinTech is a plus.
Background supporting web applications used by consumers or business users; familiarity with CRM software is an advantage.
Working knowledge of cloud services, common tools, operating systems, and web browsers.
Strong written and verbal communication skills, especially for email, live chat, and phone support.
Good time management and project coordination skills.
A friendly, solution-oriented attitude and the ability to calmly help customers with their problems.
Dependable, ethical, and consistently willing to assist customers in a positive manner.

Work Schedule

The role follows weekday business hours and is fully remote, with no travel required.

Benefits

Competitive pay package
Comprehensive health insurance coverage
401(k) retirement plan
Paid time off

Application Note

Applicants are asked to send a resume and a link to their professional profile by email.

Customer Support Representative