Client Support Specialist

About the Company

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. We serve over 400 clients, including some of America’s largest banks and financial institutions.

Responsibilities

• Perform in-depth troubleshooting to resolve client inquiries via email and instant message
• Serve as the primary escalation point for complex or high-priority client inquiries
• Collaborate with Engineering and Operations teams to resolve bugs and nuanced issues
• Ensure client satisfaction by taking ownership of inbound inquiries and providing timely updates
• Own and evolve team training materials and internal documentation
• Translate recurring client friction points into actionable feedback for Product and Operations
• Mentor and support junior team members on troubleshooting and communication best practices

Requirements

• 2-5 years of experience in a client-facing or support role (B2B, fintech, SaaS, or startup preferred)
• Demonstrated experience in a senior support or team lead capacity
• Product-first mentality with an eagerness to become a product expert
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced, stimulating environment
• Proactive problem-solver with a strong sense of ownership

Preferred Qualifications

• Previous exposure to private investments or financial technology