Client Solutions Lead — FinTech Platform

Syntax Data; New York (NY); On-site; USD 90,000 - 110,000; Full time

Job summary

Syntax Data is building the client support function for the Syntax Direct platform to support growth and client satisfaction. We are seeking a Client Solutions Manager to lead the team, define workflows, and create training materials that scale with the business.

The role requires strong communication, collaboration with cross‑functional teams, and the ability to translate complex topics into practical guides for client-facing staff.

Qualifications

• Bachelor’s degree in finance, economics, business, communications, data analytics, investment management, or a related field.
• 2–5 years of experience in client solutions, client success, customer support, financial services, fintech, wealth management, investment management, product support, technical account management, QA/customer support, or a related role.
• Prior experience training, mentoring, coordinating, or managing junior team members.
• Strong written and verbal communication skills, with the ability to explain product, platform, and process-related information clearly.
• Strong organizational skills and ability to manage workflows, follow-up items, documentation, and cross-functional coordination.

Responsibilities

• Help build and manage the Client Solutions support function, including the day-to-day support workflow for Client Solutions Representatives.
• Train, coach, and support Client Solutions Representatives as they respond to advisor, client, and platform user inquiries.
• Develop, maintain, and improve support scripts, FAQs, onboarding guides, escalation workflows, internal reference materials, and client support documentation.
• Partner with Sales, Index Development, Engineering, and other internal teams to ensure client questions are answered clearly, accurately, and consistently.
• Create clear triage processes so Client Solutions Representatives know what they can answer directly, what requires escalation, and which internal team should own the next step.
• Monitor recurring client questions, support themes, product feedback, and workflow issues to identify opportunities to improve the client experience.
• Support onboarding and platform-readiness efforts for new advisors, clients, and platform users.
• Participate in client support escalations and help resolve more complex product, platform, methodology, or workflow-related questions.
• Coordinate with methodology, product, and technical stakeholders to translate internal expertise into practical training and support materials.
• Support QA testing, platform review, and user-experience feedback efforts to help confirm updates, identify issues, and improve the customer experience.
• Help define reporting, tracking, and quality-control processes across CRM, support, ticketing, and internal workflow tools.
• Contribute to the longer-term scaling plan for the Client Solutions team as Syntax Direct and related client initiatives continue to grow.

Skills

Client solutions

Team leadership

Training & coaching

Financial services knowledge

Communication skills

CRM tools

Education

Bachelor’s degree in finance, economics, business, communications, data analytics, investment management, or related field

Tools

HubSpot

Salesforce

Zendesk

Jira

Job description

Syntax Data is building the client support function for the Syntax Direct platform to support growth and client satisfaction. We are seeking a Client Solutions Manager to lead the team, define workflows, and create training materials that scale with the business.

The role requires strong communication, collaboration with cross‑functional teams, and the ability to translate complex topics into practical guides for client-facing staff.