Customer Support Specialist

Company Overview

Autopilot is a modern investing app and SEC-registered investment adviser that helps everyday users access professional-style portfolio strategies. The product lets people follow portfolios tied to public figures and leading investors, or build and share their own funds, with a strong emphasis on clarity, transparency, and simple navigation. Backed by well-known venture investors, the company is among the top 30 most downloaded finance apps, has more than 3 million downloads, oversees over $1.7 billion in assets under management, and serves a fast-growing user base. Because it operates as a regulated adviser in a compliance-heavy environment, customers are encouraged to make informed decisions independently.

Role Summary

This is a full-time remote position for a Customer Support Specialist. The role focuses on helping users through email, chat, and phone by answering questions, explaining product features, supporting account setup, and troubleshooting issues. You will log and manage support tickets, hand off technical problems to the appropriate teams, and follow through until cases are resolved. The position also includes sharing customer feedback with product and engineering, keeping help content current, guiding users on best practices, and reviewing support trends to improve the overall customer experience.

Responsibilities

• Respond to customer questions and issues across email, chat, and phone in a timely, helpful, and professional manner.
• Assist users with product navigation, account creation and setup, and general troubleshooting.
• Record, organize, and monitor support cases from start to finish.
• Escalate technical or complex issues to the right internal teams and track them through resolution.
• Follow up with customers to confirm issues are fully addressed and service quality remains high.
• Work closely with product and engineering teams to relay user feedback and recurring pain points.
• Maintain and improve FAQs, knowledge base articles, and other support resources.
• Educate customers on effective and safe use of the Autopilot platform.
• Watch support performance metrics, identify recurring patterns, and suggest process improvements.

Requirements

• Proven customer support experience in a busy, fast-moving environment.
• Strong ability to communicate clearly, politely, and empathetically with a wide range of users.
• Basic technical troubleshooting ability and comfort guiding users through in-app processes.
• Good analytical thinking to recognize trends from customer feedback and propose improvements.
• Experience using CRM or ticketing tools, along with common work tools such as email, chat platforms, Intercom, or Salesforce.
• Strong written and spoken English communication skills.
• Prior exposure to fintech, investing, or financial services support is an advantage, though not mandatory.
• Careful attention to detail, dependable documentation habits, and a willingness to learn the product and compliance rules.

Eligibility

This remote opening is available to international candidates. The hiring team is currently considering Customer Support Specialists across Latin America and APAC.

Additional Information

This role is structured as a full-time remote job. The position is part of a regulated financial services environment, so the selected candidate should be comfortable working with compliance-oriented processes and supporting users in making informed decisions.