Client Support Representative

Flourish; Dallas (TX); Hybrid; USD 52,000 - 80,000; Full time

Benefits offered by this job

Bonus opportunities

Job summary

Flourish is seeking a Client Support Representative to assist clients by phone, email, and chat during Central Time hours, with flexibility for other US time zones. You will help resolve product questions and issues, contribute to the support playbook, and work closely with product teams and engineers in a fast-paced fintech environment.

Ideal candidates have 3+ years in client support, a FINRA Series 7 license, and a proactive, service-oriented mindset.

Qualifications

• 3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction.
• A FINRA Series 7 license.
• Fingerprint background check required for FINRA eligibility.
• Curious, analytical mind with strong problem-solving skills.
• Self-starter with a positive attitude.
• Professional, personable and humble manner.
• Excellent interpersonal, verbal, and written communication skills.
• Hybrid role based in Dallas.

Responsibilities

• Support clients by phone, email, and chat with white-glove service.
• Coordinate with product, sales, and relationship management to resolve issues.
• Conduct routine client outreach and assist with onboarding and account servicing.
• Develop external client support materials, email templates, call scripts, and FAQs.
• Help scale the client support organization through playbooks, metrics, and reporting.
• Assist with scheduling and staffing to meet inbound demand.
• Train new support representatives and develop training materials.

Skills

Client support experience

Excellent communication

Problem solving

Education

High School diploma or equivalent

FINRA Series 7 license

Job description

Since 2017, Flourish has been on a mission to help financial advisors evolve from holistic advice to holistic implementation to better serve their clients and grow their businesses. We focus on independent Registered Investment Advisors (RIAs), delivering financial products that advisors can’t easily access today through beautiful, scalable, and easy-to-use technology.

Today, we work with over 1,100 RIAs that collectively represent more than $2.6T in assets under management across two products: Flourish Cash and Flourish Lending. Headquartered in New York City, we are an independently-operating, wholly-owned subsidiary of MassMutual Life Insurance Company.

Read on if you are interested in joining a dynamic, highly-collaborative, rapidly-growing startup—backed by the support and stability of a Fortune 500 company.

About You

You are an ambitious self-starter looking to join a fast-growing fintech startup as a client support specialist. You love providing truly white-glove client support, whether via phone, email or chat, and have excellent communication skills (both written and verbal). You have a penchant for explaining complex, technical details to non-technical audiences. You have an indefatigable approach to problem solving and see every client interaction as an opportunity to improve the business overall.

Beyond providing support, you are also excited to contribute to every aspect of a growing client support organization, from optimizing the technology we use to preparing reporting to thinking strategically about how we can provide better service, more efficiently. You also love collecting client feedback and sharing with our product organization to help us understand client requests and act as a key voice in improving the product.

About The Role

As a Client Support Representative, you’ll assist clients by phone, email, and chat primarily during Central Time business hours, with flexibility to cover other U.S. time zones as needed, using both internal and external tools. Client questions will range from providing straightforward answers about our products to solving in-depth issues that require a deep understanding of both our product and client circumstances – you can get a sense of the issues our clients ask about on our online Help Center FAQs. You’ll partner with our product team and work closely with engineers to help resolve thorny issues within a dynamic, always-changing environment.

Equally as important as providing white-glove support will be contributing to our client support organization. This will include building the playbook we’ll use to scale our client support organization, tagging and tracking client issues to identify trends, reporting on metrics used to efficiently run our business, and developing and maintaining internal and external client support materials, from email templates to phone scripts to client-facing FAQs. Given the small size of our team, this role is far more dynamic than the typical support role, and will involve operating within a fast-paced, technology centric environment that is constantly evolving.

Responsibilities

• Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
• Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues
• Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed
• Assist with the review and onboarding process for new accounts
• Develop and maintain external client support materials, from email templates to call scripts to FAQs
• Participate in support center scheduling, aligning staffing and hours of availability to inbound client demands
• Real time queue management for phone support
• Define and implement short-term business strategies to improve client experience and increase support team efficiency
• Training and development of new support representatives, including development of training materials
• Ensure all support-related tasks are completed in a timely matter, including working past the close of support hours as needed
• Must be able to work Central Time hours (9am - 5pm CT) and have flexibility to cover other US timezones as needed

Minimum Qualifications

• High School diploma or equivalent
• 3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction
• A FINRA Series 7 license
• Due to the nature of this position, as part of the background check process, candidates must be able to pass a fingerprint background check to qualify as a fingerprinted person under FINRA. For roles requiring registration, additional regulatory screenings may apply, including a review of Form U5 disclosures and other relevant licensing information.
• A curious, analytical mind and strong problem-solving skills
• Self-starter with a positive attitude
• A professional, personable and humble manner
• Excellent interpersonal skills, as well as verbal and written communication skills
• Position is a hybrid role based in Dallas

Preferred Qualifications

• Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar
• A genuine passion for delivering exceptional customer service
• A proactive, ownership-driven mindset, treating responsibilities with care and dedication

At Flourish, we focus on ensuring fair, equitable pay by providing competitive salaries, along with bonus and incentive opportunities and benefits for all employees.

Base Salary Range: $51,500 - $80,000 plus bonus

Disclosures

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.