About Our Visionary FinTech Company
At the forefront of financial technology, we are on a mission to simplify retirement planning for everyday Americans. Founded by a team of seasoned finance professionals and tech innovators, our platform eliminates the confusion and friction that often accompany saving for the future. By leveraging cutting‑edge data analytics, intuitive design, and a customer‑centric mindset, we empower individuals to consolidate their retirement accounts, gain clarity on their financial standing, and make confident decisions about their long‑term wealth.
We are a lean, fast‑moving organization with a collaborative culture that encourages bold ideas, rapid experimentation, and relentless focus on delivering real value to our users. Though our headquarters sit in the vibrant heart of New York City, we are proud to be remote‑first, welcoming talent from every corner of the United States who shares our commitment to financial empowerment.
Why This Role Matters
Retirement savings—especially when spread across multiple accounts—can feel overwhelming. Our customers turn to us for guidance, clarity, and a seamless experience. As a Customer Service & Operations Associate, you will be the trusted guide who translates complex financial concepts into understandable, actionable advice. Your daily interactions will shape the perception of our brand, influence product improvements, and ultimately help people achieve greater financial security.
Key Responsibilities
- Customer Advocacy: Serve as the primary point of contact for users seeking assistance with retirement account consolidation, answering inquiries via phone, email, and chat with empathy and expertise.
- End‑to‑End Issue Resolution: Diagnose, troubleshoot, and resolve technical or procedural problems, ensuring each interaction ends with a satisfied, confident customer.
- Feedback Bridge: Capture, analyze, and communicate customer insights to product, engineering, and compliance teams to influence roadmap decisions and enhance the user experience.
- Operational Excellence: Maintain accurate records of customer interactions in our CRM, track key performance metrics, and continuously seek process improvements.
- Regulatory Compliance: Apply knowledge of FINRA regulations and relevant licensing requirements (Series 6, Series 7, etc.) to safeguard client data and ensure all communications meet industry standards.
- Team Collaboration: Partner closely with cross‑functional teammates—including sales, marketing, and development—to share insights, coordinate initiatives, and support company‑wide objectives.
- Flexibility & Availability: Adjust working hours as needed to address peak demand periods, urgent escalations, or time‑zone‑specific client needs.
- Continuous Learning: Stay current on financial products, industry trends, and best practices in customer service to provide world‑class guidance.
Essential Qualifications
- Minimum four (4) years of hands‑on experience in a customer‑service, client‑facing, or support role, preferably within a financial services environment.
- Demonstrated ability to communicate complex financial information clearly and compassionately to a diverse audience.
- Possession of relevant FINRA licenses (Series 6, Series 7, or equivalent) or a clear pathway to obtain them within the first six months of employment.
- Proven track record of meeting or exceeding service level agreements (SLAs) and key performance indicators (KPIs) such as first‑call resolution, customer satisfaction (CSAT), and average handling time.
- Strong familiarity with modern customer‑service platforms (e.g., Zendesk, Intercom, Freshdesk) and CRM systems.
- Exceptional problem‑solving aptitude, with a data‑driven approach to identifying root causes and recommending improvements.
- High level of self‑motivation and accountability, thriving in a remote, autonomous work setting.
Preferred Qualifications
- Experience working at a fast‑growing startup or high‑velocity environment where rapid iteration and adaptability are essential.
- Background in retirement planning, wealth management, or related financial domains.
- Knowledge of compliance frameworks beyond FINRA, such as SEC regulations, GDPR, or CCPA.
- Demonstrated ability to lead or mentor junior team members, contributing to a culture of collective growth.
- Familiarity with data analytics tools (e.g., Tableau, Looker) to generate actionable insights from customer interaction data.
- Proficiency in a second language, expanding our ability to serve a broader demographic.
Core Skills & Competencies for Success
- Communication Mastery: Clear, concise, and friendly written and verbal communication that builds trust with customers.
- Active Listening: Ability to hear underlying concerns, read between the lines, and respond with tailored solutions.
- Technical Acumen: Comfort navigating SaaS platforms, troubleshooting workflow issues, and guiding users through digital processes.
- Empathy & Patience: Recognizing the emotional weight of retirement decisions and providing reassurance throughout the journey.
- Analytical Thinking: Interpreting data trends, identifying patterns in customer feedback, and translating findings into strategic recommendations.
- Time Management: Balancing multiple tickets, outreach initiatives, and internal projects without sacrificing quality.
- Adaptability: Embracing change, quickly learning new tools, and pivoting when priorities shift.
- Team Orientation: Contributing ideas, sharing knowledge, and celebrating collective achievements.
What You’ll Gain: Career Growth & Learning Opportunities
We view every team member as an investment in the future of our company. As you excel in the Customer Service & Operations Associate role, you will have clear pathways to advance into senior support, team lead, or product‑focused positions such as Customer Experience Manager or Operations Analyst. Our commitment to professional development includes:
- Mentorship Programs: Regular coaching sessions with senior leaders and industry veterans to sharpen both technical and soft skills.
- Continued Education Stipends: Financial support for certifications, FINRA license fees, or relevant coursework (e.g., financial planning, data analytics).
- Cross‑Functional Exposure: Opportunities to collaborate on product demos, beta testing, and feature rollouts, broadening your understanding of the full product lifecycle.
- Leadership Tracks: Structured pathways for high‑performing associates to assume supervisory responsibilities, manage small teams, or lead special projects.
- Industry Conferences: Access to premier fintech and financial‑services events, where you can network, learn best practices, and bring fresh ideas back to the team.
Our Culture & Work Environment
Even though we operate remotely, we have cultivated a vibrant, inclusive community that feels like a close‑knit family. Core tenets of our culture include:
- Transparency: Open communication channels, regular all‑hands meetings, and real‑time visibility into company goals and performance.
- Innovation: A “fail fast, learn faster” mindset that encourages experimentation and rewards creative problem‑solving.
- Work‑Life Harmony: Flexible scheduling, generous paid time off, and a focus on mental‑health resources to support a balanced life.
- Diversity & Inclusion: Active initiatives to attract, retain, and develop talent from a wide range of backgrounds, ensuring varied perspectives shape our product and culture.
- Community Engagement: Quarterly virtual socials, interest‑based clubs (book, fitness, finance), and occasional in‑person gatherings at our New York City office for those who wish to meet teammates face‑to‑face.
Compensation, Benefits & Perks
We recognize the importance of rewarding talent competitively and holistically. The total rewards package includes:
- Base Salary: $45,000 – $52,000 annually, commensurate with experience and qualifications.
- Equity Participation: Stock options that align your success with the long‑term growth of the company.
- Health Coverage: Comprehensive medical, dental, and vision plans with 100% of premiums covered for employees and 50% for dependents.
- Retirement Savings: 401(k) plan with company match to accelerate your own financial goals.
- Parental Leave: Up to 12 weeks of fully‑paid leave, supporting new parents during a pivotal life moment.
- Remote Work Stipend: Quarterly allowance for home‑office equipment, coworking space access, or internet upgrades.
- Learning & Development: Annual budget for courses, certifications, or conferences related to finance, customer experience, or leadership.
- Wellness Programs: Access to virtual fitness classes, meditation apps, and mental‑health counseling services.
- Paid Time Off: Generous vacation policy with the flexibility to take time when you need it most.
Simple Application Process
We keep the hiring journey straightforward and respectful of your time. Follow these three easy steps:
- Submit Your Application: Click the “Apply Now” button below, upload your resume, and answer a few short questions about your experience and motivations.
- Initial Conversation: Our recruiting team will review your profile and schedule a brief introductory call to learn more about your career aspirations.
- In‑Depth Interviews: Participate in a structured interview process that includes a skills assessment, a meeting with the hiring manager, and a cultural fit discussion with future teammates.
Join Us in Transforming Retirement Planning
If you are passionate about helping people secure a brighter financial future, thrive in a dynamic, remote environment, and are eager to grow alongside a visionary fintech leader, we want to hear from you. Take the next step in your career and become a cornerstone of our customer‑experience mission.
Apply Now