Customer Support Representative

About Wealthbox

Wealthbox is a highly rated CRM platform built for financial advisors and recognized as one of the fastest-growing products in its market. The company supports thousands of advisors with modern, AI-assisted software designed to simplify client management, improve workflows, and make team collaboration easier.

Role Overview

Wealthbox is looking for a Customer Support Representative to help users and support the product. The position involves handling customer inquiries primarily through email-based help desk software, along with assistance through phone, text chat, and screen sharing when needed.

Key Responsibilities

• Answer customer questions and solve product-related issues using email, phone, video calls, and screen-sharing sessions.
• Monitor incoming support requests, work toward fast resolution, and route more complex technical matters to the right teams.
• Record feature suggestions and bug reports, and work with product and engineering teams to help address those items.
• Improve the AI-powered ticketing workflow by building prompts, defining rules, setting routing logic, tagging and triaging tickets, and supplying product knowledge so the system can better manage Wealthbox-specific cases.
• Keep help documentation and FAQs accurate and up to date.
• Recommend changes that can improve the product and the support process.
• Help strengthen customer success by spotting recurring issues and contributing ideas to improve the user experience.
• Stay informed about product changes and industry developments relevant to financial institutions.

Requirements

• At least 2 years of online customer support experience, ideally in SaaS; experience in FinTech is a plus.
• Background supporting web applications used by consumers or business users; familiarity with CRM software is an advantage.
• Working knowledge of cloud services, common tools, operating systems, and web browsers.
• Strong written and verbal communication skills, especially for email, live chat, and phone support.
• Good time management and project coordination skills.
• A friendly, solution-oriented attitude and the ability to calmly help customers with their problems.
• Dependable, ethical, and consistently willing to assist customers in a positive manner.

Work Schedule

The role follows weekday business hours and is fully remote, with no travel required.

Benefits

• Competitive pay package
• Comprehensive health insurance coverage
• 401(k) retirement plan
• Paid time off

Application Note

Applicants are asked to send a resume and a link to their professional profile by email.