Senior Customer Support Specialist

peak6group; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Apex Fintech Solutions in the United States is seeking a Senior Customer Support Specialist to deliver high-quality services and maintain critical operations for internal and external stakeholders. You will analyze workflows, improve processes, and support client relationships to enhance overall experience.

Ideal candidates hold a Bachelor's degree in Finance or related field, have 1 year in financial services, and possess or can obtain a FINRA Series 7 within 120 days.

Qualifications

• Bachelor's degree in Finance, Business Administration, or related field.
• Minimum 1 year in financial services with client-facing experience.
• FINRA Series 7 license preferred or ability to obtain within 120 days.

Responsibilities

• Day-to-day processing and client support to ensure service continuity.
• Analyze workflows and implement process improvements to reduce inefficiencies.
• Prepare reports and insights on client satisfaction and performance.
• Escalate critical issues to leadership and support cross-functional projects.
• Provide timely, professional client communication via phone and email.

Skills

Financial markets

Analytical skills

Client relationships

Interpersonal skills

Problem solving

Stress management

Organization

MS Office familiarity

Education

Bachelor's degree in Finance or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

WHO WE ARE

Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers.

At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest.

When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees.

Together, we're shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. - grit, results, empathy, accountability, and teamwork - with Apex.

We're proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we've created. Here are just a few of the many awards we've recently received:

• Best Places to Work 2026, 2025, 2024, 2023 - Presented by BuiltIn
• WealthTech of the Year 2025 - Presented by US FinTech Awards
• The World's Top 250 Fintech Companies 2024 - Presented by CNBC

ABOUT THIS ROLE

The Senior Customer Support Specialist plays an essential role in ensuring the efficient delivery of services and operational processes to internal and external stakeholders. This position focuses on maintaining day-to-day processing requirements to ensure operational continuity. The individual will analyze workflows, identify inefficiencies, and implement process improvements, all while supporting business goals and enhancing the overall customer experience. By bridging operational insights with actionable solutions, this role directly contributes to the organization's success.

Key Responsibilities

• Day-to-Day Processing and Operational Support: Challenge and improve existing processes and systems to enhance service delivery, reduce inefficiencies, and automate manual procedures.
• Data Analysis and Reporting: Collect, analyze, and interpret operational data to generate insights into client satisfaction and operational efficiencies. Prepare reports for internal stakeholders that highlight trends, performance benchmarks, and areas for improvement.
• Strategic Contributions: Engage actively in strategic initiatives and cross-company projects that influence the firm's service offerings and client satisfaction. Escalate critical matters to leadership when required.
• Communication and Support: Provide responsive and insightful support to clients via telephone and electronic communications. Address and resolve client issues efficiently, maintaining high standards of professionalism.
• Team Collaboration: Work closely with team members and other departments to ensure timely and accurate resolution of processing-related challenges. Share insights and strategies that can enhance overall team performance and client service.

Education and Experience

Bachelor's Degree in Finance, Business Administration, or a related field.

1 year of experience in the financial services industry, particularly in a client-facing role.

Preferred Qualifications

• Licensing: Current possession of a FINRA Series 7 license or ability to obtain a FINRA Series 7 within 120 days of hire date.
• Skills and Expertise: Strong understanding of financial markets and products, excellent analytical skills, and demonstrated ability to manage complex client relationships.

Knowledge, Skills, and Abilities

• Interpersonal Skills: Exceptional ability to develop relationships and communicate effectively with clients and colleagues of all levels.
• Problem-Solving: Proactive in identifying issues and generating innovative solutions to enhance client satisfaction and operational efficiency.
• Stress Management: Capable of performing well in high-pressured situations, maintaining composure and client focus.
• Organizational Skills: Highly organized with an aptitude for managing multiple priorities simultaneously and meeting tight deadlines.
• Technology Proficiency: Competent with Microsoft Office applications, especially Word, Excel, and Outlook, and able to adapt to new software and systems quickly. Experience with AI is preferred.

#customer service #mid-senior #full-time #LI-MJ1 #APEX

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Rewards

We offer a robust package of employee perks and benefits, includin