Customer Support Representative

Wealthbox; United States; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health plan coverage

401k plan

Paid time off

Job summary

Wealthbox is seeking a Customer Support Representative to assist customers across email, phone, and chat. You will handle inquiries, document feature requests, and help improve our AI-driven support system while staying up-to-date with product updates and industry trends.

Ideal candidates have 2+ years in online SaaS support, strong communication skills, and comfort with cloud services and browsers. This is a fully remote, weekdays-only role with competitive compensation and comprehensive

Qualifications

• 2+ years of online customer support experience.
• SaaS/web app support experience preferred.
• Basic knowledge of cloud services, operating systems and browsers.
• Strong written and verbal communication skills (email, chat, phone).
• Time management and project management abilities.

Responsibilities

• Resolve customer questions, issues, and needs via email, phone, video, and screen-sharing.
• Track inquiries and ensure timely resolution; escalate complex issues as needed.
• Document and process feature requests and bug reports with product/engineering teams.
• Configure and improve AI-driven support ticketing system including prompts, routing, and labeling.
• Maintain and update knowledge base and FAQs.
• Identify and suggest product and support system improvements.
• Contribute to customer success by addressing common issues and improving UX.
• Stay current on Wealthbox updates and industry trends.

Skills

Customer support

Communication

Time management

Project management

Problem solving

Tools

Helpdesk software

CRM software

Web browsers

Job description

About Wealthbox

Wealthbox is the #1 rated CRM software for financial advisors and the fastest-growing platform in the market. We serve thousands of financial advisors with modern, AI-powered software that makes it easy to manage client relationships, streamline workflows, and collaborate with a team in a product people actually love to use.

The Role

Wealthbox is seeking a Customer Support Representative to support the product and our customers. In this role, you will handle support requests by email via help-desk ticketing software, and you’ll also assist customers through phone calls, text chat, and screen-sharing.

What You’ll Do

• Resolve our customer’s questions, issues, and needs through email, phone, video conferencing and screen-sharing.

• Track customer inquiries and ensure timely resolution while escalating complex technical issues when necessary.

• Document and process feature requests and bug reports while collaborating with the product and engineering team to address issues.

• Configure and improve our AI-driven support ticketing system by creating prompts, rules, routing logic, labeling/triaging tickets, and feeding product knowledge so the AI handles Wealthbox-specific situations more effectively.

• Maintain and update our knowledge base documentation, including FAQs.

• Identify and suggest improvements to our product and our support systems.

• Contribute to overall customer success by identifying common issues and helping to improve user experience.

• Stay current on Wealthbox product updates and industry trends affecting financial institutions.

What You Bring

• 2+ years of online customer support experience, preferably in SaaS (FinTech industry experience is a bonus).

• Experience with supporting web application software used by consumers and/or business professionals. (CRM software is a bonus).

• Basic knowledge of cloud service offerings, toolsets, operating systems, and browsers.

• Strong communication skills, especially via email, live chat, and telephone.

• Strong time management and project management skills.

• Helpful, cheerful personality who’s adept at solving other people’s problems on the other end of the line.

• Responsible, ethical, always ready to assist customers with a positive attitude.

Work Schedule

• Weekdays, during business hours

• No travel required (fully remote)

Benefits

• Competitive compensation

• Comprehensive health plan coverage

• 401k plan

• Paid time off