Support Specialist (opens in a new tab)

Wealthbox; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health plan coverage

401k plan

Paid time off

Job summary

Wealthbox is seeking a Support Specialist to assist customers by email, phone, chat, and screen-sharing. You will resolve questions, document issues, and work with product/engineering to address them.

The role is fully remote and Monday–Friday during business hours, with a focus on timely resolution and customer success. You will configure our AI-driven ticketing system, maintain the knowledge base, and suggest product improvements.

Qualifications

• 2+ years of online customer support experience, preferably in SaaS.
• Experience supporting web application software used by customers and professionals.
• Basic knowledge of cloud services, toolsets, OS and browsers.
• Strong communication skills via email, live chat and phone.
• Strong time management and project management skills.
• Helpful, cheerful personality with a positive attitude.
• Responsible and ethical, focused on customer success.

Responsibilities

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

Skills

Strong communication skills

Time management

Project management

Problem solving

Cheerful personality

Tools

Helpdesk ticketing software

CRM software

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 Support Specialist 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