The opportunity
This is not a traditional support role. Advisor Support Representatives at Altruist operate at the intersection of product, operations, and service, solving complex problems that directly impact advisors and their clients. The work requires a high degree of adaptability, curiosity, and resilience. Our advisors rely on us to navigate challenges that are often nuanced, unfamiliar, or time-sensitive, and that responsibility is not for everyone.
We are looking for individuals who bring kindness and empathy to every interaction, intellectual rigor to problem-solving, and the grit to persist through ambiguity. Theres a lot to learn in this role, and success requires comfort with complexity, change, and continuous growth.
As the team continues to scale, Advisor Support Representatives may develop deeper expertise within a specific product or operational specialization while continuing to provide broader-based advisor support. This role is well-suited for individuals who enjoy mastering complex systems, tackling hard problems others avoid, and growing into trusted product and process experts over time.
Your impact
Utilize proprietary and partner systems to diagnose and resolve complex customer inquiries spanning account opening, funding, trading, fee billing, reporting, and account maintenance.
Sleuth defects and proactively shepherd issues to resolution in close partnership with product, engineering, operations, and compliance teams.
Provide exceptional customer service by building rapport, demonstrating empathy, and driving advisor trust and long-term loyalty.
Become an expert in Altruist's product offering and end-to-end operational workflows.
Develop deeper expertise within one or more product or operational specializations, serving as a go-to resource for advisors and internal partners.
Apply advanced product and process knowledge to resolve more complex or nuanced advisor issues within your specialization.
Translate complex customer issues clearly for both technical and non-technical audiences.
Tag data and feedback gathered through customer interactions to inform product roadmap prioritization and process improvement.
Help maintain and update response templates, internal documentation, and platform FAQs.
Adhere to all compliance and regulatory guidelines at all times.
Experience
2 or more years of customer support or call center experience
2 or more years of broker-dealer operations or clearing firm experience
Working knowledge of investing and an understanding of what Registered Investment Advisors (RIA) do on behalf of their clients
Proficiency with ticket management systems such as Salesforce and Jira
Deep empathy for customers, including exemplary active listening and interpersonal skills
Education - Bachelor's degree or equivalent professional experience preferred
Technical aptitude - You're technologically savvy and can easily get up to speed on modern tech stacks and ticket management systems (i.e., Salesforce Jira, etc.)
Ownership - The pride you put into every aspect of your work is unparalleled and undeniable
Superb communication - Intentional dialogue is a superpower. You listen as well as you share your perspective with others.
Resilience - We're inspired by your unwavering determination to achieve success, no matter the adversity you face along the way.
Assurance - Your confidence is brilliant, yet ego-less. You possess a strong knowledge base, the ability to discover the unknown, and are open to differing perspectives.
Creative problem solving - Identifying the problem is simply not enough. You're instinctually creative with your approach in finding solutions to roadblocks.
Bonus points if you bring FINRA series 7 and 63 license preferred