Fintech Client Success Manager

arch.co

New York (NY)

On-site

USD 65,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Lunch provided

Onsite NYC office

Strong team

High impact work

Product market fit

Team camaraderie

Job summary

Arch, a fast-growing fintech in New York City, is hiring a Client Support Specialist. You will be a key liaison between our users and our product, responding to inbound inquiries, solving user issues, sharing product expertise, and collaborating across teams to enhance the overall user experience.

This is a client-facing, on-site role with opportunities to mentor teammates and influence product improvements.

Qualifications

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, positive, proactive problem-solver with strong customer service.
Excellent written and verbal communication skills.
Pride and ownership in your work and follow-through.
Thrives in a fast-paced environment.
Interest in fintech, investing, and alternative assets.

Responsibilities

Perform in-depth troubleshooting to resolve client inquiries via email/IM, escalate when needed.
Serve as primary escalation point for complex inquiries with Ops/Engineering collaboration.
Provide exceptional client experience through clear communication and proactive learning.
Ensure client satisfaction by timely updates and resolution of open items.
Investigate user-reported issues with Engineering to identify/resolve bugs.
Own and update training materials and internal docs reflecting product changes.
Translate recurring friction points into actionable feedback for Product/Operations.
Mentor Associates and Senior Associates on troubleshooting and client communication.