Client Success & Support Manager

RiseMe; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Strong Team

High impact

Product Market Fit

Team community and camaraderie

Great office: 199 Water Street

Lunch is on Us

Job summary

Arch in New York City seeks a Client Support Specialist to act as a key liaison between users and product, delivering a seamless experience. You will respond to inquiries, solve issues, share product knowledge, and work cross-functionally with Operations and Engineering to improve the overall user experience.

You will solve problems, learn quickly, and thrive at the intersection of technology and finance, contributing to a fast-growing fintech platform and a collaborative, high-energy office

Qualifications

• 2-5 years of experience in a client-facing or support role in B2B/fintech/SaaS environment.
• 1+ years of management experience.
• Product-first mindset and ability to become a product expert.
• Excellent written and verbal communication skills.

Responsibilities

• Troubleshoot client inquiries via email and chat; escalate to Operations as needed.
• Serve as primary escalation point for complex issues, collaborating with Operations and Engineering.
• Deliver exceptional client experience through proactive communication and relationship building.
• Own inbound inquiries and ensure timely resolution of all open items.
• Investigate user-reported issues with Engineering to identify and resolve bugs.
• Maintain and evolve training materials and internal docs.
• Translate recurring friction points into feedback for Product and Operations with actionable suggestions.
• Mentor junior team members on troubleshooting, communication, and best practices.

Skills

Client-facing experience

Management experience

Product mindset

Communication skills

Job description

Arch in New York City seeks a Client Support Specialist to act as a key liaison between users and product, delivering a seamless experience. You will respond to inquiries, solve issues, share product knowledge, and work cross-functionally with Operations and Engineering to improve the overall user experience.

You will solve problems, learn quickly, and thrive at the intersection of technology and finance, contributing to a fast-growing fintech platform and a collaborative, high-energy office