Product 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 identify and resolve bugs
• 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 a drive to become a product expert
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced, stimulating environment

Preferred Qualifications

• Previous exposure to private investments
• Interest in learning about financial technology and alternative assets

Benefits

• High-impact work with real responsibility from day one
• Collaborative team environment with strong camaraderie
• Beautiful office space in New York City
• Daily lunch provided in the office