Client Support & Operations

Client Support Specialist opportunity is currently available. This is a full-time paid opportunity out of our New York City location with benefits. Candidates should be ready to gain exposure in several job areas, with the opportunity to develop competencies where one best fits over time. As we continue to grow at Flyer, we are looking for someone to grow with us.

Primary Responsibilities:

• Product Expert: Becoming a subject matter expert in Flyer's Co-Pilot order management & portfolio management solution to be able to support the entirety of current & future clients' workflows
• Answering Client Support Inquiries: Addressing customer questions and concerns about products or services, triaging and tracking issues & requests, and escalating internally to the appropriate teams as needed.
• Problem-Solving & Troubleshooting: Investigating and resolving technical issues, complaints, and other client problems.
• Providing Information & Training: Offering product information, guidance, and training to clients.
• Client Relationship Management: Maintaining positive relationships, ensuring client satisfaction, and fostering loyalty.
• Communication: Interacting with clients effectively via multiple channels, including phone, email and video.
• Documentation: Tracking customer interactions, issues, and resolutions.
• Coordination: Liaising with different internal departments, including development, networking, sales, account management, and onboarding to resolve complex problems.
• Feedback & Improvement: Reporting on customer trends, bugs, and suggesting improvements for products and services.

Key Skills Required:

• Communication: Excellent written and verbal communication skills to interact effectively with clients.
• Technical Skills: Proficiency with customer support software and strong troubleshooting abilities.
• Problem-Solving: The ability to analyze issues, identify root causes, and implement effective solutions.
• Empathy: A customer-centric approach, understanding and responding to client needs with compassion. Possess ability to react well under pressure and manage difficult or emotional customer situations
• Adaptability: The ability to manage workloads and adapt to changing client needs and situations.

Qualifications:

• Bachelor of Science in one of the following: Finance, Business, Computer Science
• Has minimum of 2 years of client experience
• Has minimum of 2 years of working experience in fintech and/or the wealth management/RIA industry
• Has minimum of 2 years of working experience in the portfolio management space working with data aggregation, rebalancers, models, compliance and more
• Understanding of Wall Street terminology
• Ability to succeed in a high-stress environment
• Strong interpersonal skills and experience in extensive team projects
• Entrepreneurial spirit and ambitions