Product Specialist (Customer Support)

Jump - Advisor AI; Salt Lake City (UT); On-site; USD 65,000 - 80,000; Full time

Job summary

Jump - Advisor AI seeks a Product Specialist skilled in customer support to manage its help desk and engage effectively with financial advisors. The role emphasizes excellent communication, problem-solving, and a keen understanding of early-stage tech environments. Ideal candidates should be self-motivated and detail-oriented, possessing a clear passion for enhancing client experiences.

Qualifications

• 1-5 years of customer-facing experience preferred, especially in tech.
• High-performing student background in academics is beneficial.

Responsibilities

• Manage customer support desk via chat.
• Respond to financial advisors' queries and issues swiftly.
• Educate users on product features and document customer issues.

Skills

Verbal communication

Written communication

Multi-tasking

Detail-oriented

Education

High school diploma

College degree (preferred)

Job description

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Location - Draper, UT

mostly in person, some remote/wfh

About the Role

Become a trusted expert on all things Jump, relied on by Jump customers and prospects. Help manage Jump’s customer support desk, responding quickly and competently to financial advisors’ questions, issues, and requests. Keep track of pending customer issues, and keep customers up-to-date on the status of those issues. Write Jump help articles and steer customers towards these articles. Contribute wherever needed. Jump is a customer-experience-obsessed company, so this is a very important role on the team.

• Help manage the high-velocity, high-volume Jump Help Desk – a chat interface powered by Intercom.
• Serve as a representative of Jump by responding quickly and professionally to our customers’ requests. (Our customers are financial advisors.)
• Debug and resolve some customer issues live over Zoom calls.
• Leave our customers feeling delighted with your interactions.
• Be a Jump expert and constantly educate users on how to get the most out of Jump’s features.
• Note customers’ feature requests, and highlight those for the product and engineering teams.
• Help establish Jump as the category leader, trusted and loved by customers.
• Help build Jump into a career-making, exceptional place to work.

About You

• You are a top-5% writer + verbal communicator – clear, professional, and quick.
• You learn and work quickly and independently.
• You are meticulous, detail-oriented, and great at multi-tasking.
• You are a relationship builder, and a professional and personable ambassador of any brand you represent.
• You are responsible and trustworthy.
• You are comfortable using technical interfaces, and good at thinking methodically about why something might not be working, though you do not need to know anything about computer programming, math, or AI.
• You understand what it means to work at an early-stage tech company and are excited about the related opportunities and challenges.
• You are excited by the prospect of helping financial advisors leverage cutting-edge AI.

What You’ve Done

• You were a high-performing student in high school and college.
• Helpful if you have 1-5 years of professional experience, preferably in a customer-facing role in tech, though we do hire new college grads.

About Jump

Jump’s mission is to help financial advisors and their clients thrive by building the definitive AI Assistant for Financial Advisors.

Jump was launched in 2023 by a team of experienced software entrepreneurs with backgrounds including Harvard, Stanford, Google, Divvy, Bill.com, WeWork, and other experience in big data, AI, and insurtech.

Jump’s culture:

• Jump Speed: Work intensely fast at A performance levels
• Show Up: We trust each other to deliver, use good judgment, and close the loop
• Stay Direct + Kind + Grounded

We believe in building tight teams of extraordinarily capable people. Come and join us on our mission to transform the client and advisor experience with cutting-edge AI technology, and help those who help safeguard the financial future of everyday people everywhere.

Compensation

• Salary range: $65K - $80K
• Equity

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development

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