Customer Service Manager

XYPN; United States; Hybrid; USD 80,000 - 108,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan (ESOP)

Unlimited vacation days

401(k) with match

Job summary

A financial services company is seeking a Client Service Manager to lead a team focused on enhancing advisor experiences. Responsibilities include managing service workflows, ensuring team accountability, and improving client service quality. Candidates should have over 4 years of experience in client service or operations, preferably in financial services. This full-time role offers competitive pay, unlimited vacation, and a supportive work environment.

Qualifications

• 4+ years of experience in client service or operations required.
• 2+ years experience in financial services necessary.
• Strong written and verbal communication skills essential.

Responsibilities

• Own the end-to-end intake and flow of service requests.
• Monitor ticket aging and adjust systems as demand changes.
• Lead and manage the Client Service team effectively.

Skills

Client service experience

Financial services knowledge

Strong communication skills

Education

4+ years in client service or operations

Experience with Schwab

Tools

Orion

Job description

XYPN is the only turnkey advice and planning platform that makes it possible for fee-only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back-office and client support services.

This is an opportunity to join a company on a mission to help others—and you—live your best lives.

About the role

The Client Service Manager owns the performance, structure, and sustainability of the Client Service function across Sapphire and TAMP. This role is accountable for how service work flows through the team and how the team operates day to day.

This is a hands-on leadership role. In addition to managing people and systems, the Client Service Manager will regularly provide frontline support and handle escalations.

XY Investment Solutions, LLC is an SEC-registered investment adviser offering two service models:

• Sapphire: a corporate RIA affiliation model for fee-only advisors

We expect the RIA and service platform to grow significantly over the next several years.

Where We Hire: We’re excited to review applications from across the U.S., but we give priority to candidates residing in the following states: AZ, CA, CO, FL, GA, IL, IN, MA, ME, MI, MN, MT, NC, NE, TX, UT, WA and WI.

What you'll be doing:

1. Service Intake, Prioritization, and Workflow Ownership

• Own the end-to-end intake, prioritization, and flow of service requests across Sapphire and TAMP.
• Establish and maintain clear standards for ticket routing, prioritization, escalation thresholds, and workload balance.
• Ensure service requests are assigned efficiently and equitably, minimizing duplicate work, bottlenecks, and rework.
• Monitor ticket aging, volume trends, and flow health, and proactively adjust systems as demand changes.
• Ensure client-facing operational work (such as client agreement preparation) is handled accurately, thoughtfully, and in a way that supports advisors in delivering a smooth experience to their clients.
• Serve as the escalation point for complex advisor issues, Schwab-related concerns, and cross-functional breakdowns, and loop in Director of Advisor Experience as appropriate.
• Ensure advisors receive timely, clear, and accurate communication during escalated situations.
• Maintain strong working relationships with Schwab and internal partners to resolve issues efficiently and professionally.
• Step in to provide direct advisor support as needed to maintain service levels.
• Approach service work with a focus on helping advisors move their businesses forward, not just closing tickets. This role is responsible for ensuring the team understands advisor context, anticipates needs, and delivers support that is both efficient and thoughtful.
• Lead, manage, and hold accountable the Client Service team (full-time and part-time).
• Set clear expectations around service standards, workload ownership, and collaboration.
• Support team members in developing technical expertise, problem-solving skills, and confidence handling complex service requests.
• Foster a culture of accountability, continuous improvement, and mutual support.

4. Performance Management & Continuous Improvement

• Define, monitor, and report on key service KPIs in partnership with the Director of Advisor Experience.
• Identify recurring service issues, capacity constraints, and process gaps.
• Design and implement process improvements to improve advisor experience and team sustainability.
• Balance service quality, advisor experience, and team capacity as demand grows.

5. Knowledge Management & Enablement

• Own the development and maintenance of internal and advisor-facing knowledge bases.
• Ensure documentation, workflows, and training materials are current, clear, and actionable.
• Promote appropriate self-service to reduce unnecessary service demand.

6. Capacity Planning & Hiring

• Monitor workload trends and forecast capacity needs.
• Partner with the Director of Advisor Experience on hiring plans and resourcing decisions.
• Act as hiring manager for Client Service roles as needed.

7. Cross-Functional Collaboration

• Ensure effective collaboration between Client Service, Trading, Transition & Onboarding, Operations, and Compliance.
• Surface systemic, cross-functional issues to the Director of Advisor Experience with proposed solutions.
• Participate in projects that support the evolution of the advisor service platform

Measurables:

• Requester wait time: Between .5 and 3 hours
• No. of Tickets solved: Between 50 and 75 per week

The Deets:

Start Date: Immediately

Status: Full-time (40-45 hours per week with flexible schedule)

Location: Bozeman, MT or Remote

Overtime Status: Exempt (ineligible for overtime)

Team: XYIS

Reports To: Director of Advisor Experience

Direct reports: Yes

Travel: Up to 10% travel (e.g., 2-3 weeks /year) required for team retreats and other company events

What you'll bring to the table:

(If you think, “I only meet 80% of these qualifications,” still apply!)

• 4+ years of experience in client service or operations, including 2+ years in financial services
• Experience with Schwab; Orion experience strongly preferred
• Direct experience managing ticket intake, routing, or queue-based workflows
• Strong written and verbal communication skills
• Comfort operating as a player–manager in a fast-paced environment

What would make us drool:

• Series 65 or other industry exam
• Experience in an RIA, TAMP, or outsourced back-office environment
• Experience scaling or maturing a service function
• Experience with other custodians like Fidelity or Altruist

XYPN welcomes applications from individuals who may have had nontraditional career paths, or who may have taken time off for family reasons (e.g., children, caring for disabled or elderly family). We encourage applications from minorities, women, individuals with disabilities, protected veterans and all other qualified applicants

• $80,000 - $108,000 Annually
• All team members at XYPN are owners! We offer a 100%- employer-funded Employee Stock Ownership Plan (ESOP).
• Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
• 9 paid holidays (we offer flexible holidays!)
• 401(k) with match; you put in 6%, and we put in 4.5%.
• 12 weeks paid parental leave for the birth or adoption of a child.
• Health insurance w/ employer contribution.
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options.
• Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available
• Employer-paid Life and AD&D insurance.
• Employer-paid Long Term Disability coverage.
• Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee.
• $2000/year (prorated by start date) to put towards professional development
• $250/quarter to spend on yourself specific to our core value of "Be Well Being You.”
• $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year.
• A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years.
• Subsidized employer-sponsored childcare through our internal child care program. (Subject to availability)
• Company-owned laptop computer provided (Apple Products).

XYPN believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. XYPN is beyond proud to be an equal opportunity employer.