Client Success Manager — FinTech (Equity)

arch; United States; On-site; USD 105,000 - 120,000; Full time

Benefits offered by this job

Strong team

High impact work

Product-market fit

Team camaraderie

Great NYC office (199 Water Street)

Lunch provided

Job summary

Arch in New York City is hiring a Client Support Specialist to be the primary liaison between users and our product. You will respond to inquiries, troubleshoot issues, and collaborate with Operations and Engineering to deliver exceptional service.

This onsite role values problem-solving, clear communication, and a product-first mindset. With 2–5 years in client-facing roles and 1+ year in leadership, you’ll help train teammates, refine processes, and ensure a smooth, scalable client experience

Qualifications

• 2–5 years of experience in a client-facing or support role.
• 1+ years of management experience.
• Product-first mentality and eagerness to become a product expert.
• Driven, proactive problem-solver with strong customer service skills.
• Excellent written and verbal communication, ability to explain complex topics clearly.
• Shows pride and ownership, delivering results in a fast-paced environment.

Responsibilities

• Perform in-depth troubleshooting to resolve client inquiries via email and chat, escalating when needed.
• Serve as primary escalation point for complex inquiries, collaborating with Operations and Engineering.
• Provide an exceptional client experience through proactive communication and relationship building.
• Ensure client satisfaction by ownership of inbound inquiries and timely resolution.
• Investigate user-reported issues and work with Engineering to resolve bugs.
• Own and evolve training materials and internal documentation.
• Translate recurring client friction into actionable feedback for Product and Ops.
• Mentor and support junior team members with troubleshooting and communication best practices.

Skills

Client-facing experience

Management experience

Product mindset

Problem solving

Communication

Job description

Arch in New York City is hiring a Client Support Specialist to be the primary liaison between users and our product. You will respond to inquiries, troubleshoot issues, and collaborate with Operations and Engineering to deliver exceptional service.

This onsite role values problem-solving, clear communication, and a product-first mindset. With 2–5 years in client-facing roles and 1+ year in leadership, you’ll help train teammates, refine processes, and ensure a smooth, scalable client experience