Client Support Manager

arch; United States; Presencial; USD 105.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Strong team

High impact work

Product-market fit

Team camaraderie

Great NYC office (199 Water Street)

Lunch provided

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Client-facing experience

Management experience

Product mindset

Problem solving

Communication

Descripción del empleo

Our Company

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes.

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes.

We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

Client Support Specialist

As a Client Support Manager , you will be a key liaison between our users and our product, playing a pivotal role in delivering a seamless and supportive client experience. You will respond to inbound inquiries, solve user issues, share product expertise, and collaborate cross-functionally to enhance the overall user experience.

This is a great opportunity for someone who is enthusiastic about solving problems, eager to learn, and excited about working at the intersection of technology and finance.

In this role, you will:

• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
• Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.
• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
• Own and evolve the team’s training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.
• Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.
• Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

Reach out to us if you:

• Have 2-5 years of experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.
• Have 1+ years of management experience
• Have a product first mentality and are excited to become a product expert.
• Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.
• Are an excellent communicator - both written and verbally - with the ability to explain complex topics in a clear and approachable way.
• Feel a strong sense of pride and ownership in your work and always follow through to deliver results.
• Thrive in a stimulating and fast-paced environment.
• Want to learn more about financial technology, investing, and alternative assets (previous exposure to private investments is a plus but not required).

A Note about us:

Most of our full-time roles are based onsite at our New York City office , where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, move quickly, and deliver exceptional service to our clients.

For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location.

We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment

Some perks of working for Arch include:

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You’ll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We’re always ready to step in to help.
• Great office: Our new home at 199 Water Street gives us a beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch.
• Lunch is on Us - We’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well-earned break.

Compensation

$105K – $120K • Offers Equity