Ingenio

Senior Advisor Support Representative

Ingenio

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $48,000 - $80,000 per year

Job Level

Senior

About the role

  • Serve as the front line of support for our Advisor community, ensuring Advisors receive timely, accurate, and high-quality assistance.
  • Help Advisors navigate day-to-day platform needs so they can focus on delivering great customer experiences.
  • Contribute to a seamless and consistent Advisor experience by resolving issues quickly and identifying opportunities to improve support processes.
  • Act as a primary point of contact for Advisor inquiries, providing prompt, clear, and empathetic support across a high volume of requests.
  • Troubleshoot and resolve day-to-day Advisor issues related to accounts, listings, tools, payments, availability, and platform functionality.
  • Investigate technical issues using internal systems, call logs, and platform data to identify root causes and support timely resolution or escalation.
  • Support onboarding and activation of new Advisors by guiding them through setup, policies, and initial platform usage.
  • Follow established processes and workflows to ensure consistent and accurate support, while identifying gaps or inefficiencies.
  • Partner with Customer Support, Trust & Safety, Product, Marketing, QA, and Operations teams to escalate and resolve more complex issues.
  • Maintain detailed and accurate records of Advisor interactions, issues, and resolutions.
  • Monitor common Advisor questions and recurring issues, surfacing trends and recommending improvements to tools, processes, or documentation.
  • Educate Advisors on platform basics, policies, and best practices to reduce friction and prevent issues.

Requirements

  • 3-5+ years of experience in customer support, customer success, operations, or a similar coach/customer-facing role.
  • Strong written and verbal communication skills, with the ability to provide clear and empathetic support.
  • Ability to manage a high volume of requests while maintaining attention to detail and quality.
  • Strong problem-solving skills and the ability to troubleshoot issues independently.
  • Highly organized and able to prioritize effectively in a fast-paced environment.
  • Comfort following structured processes while also identifying opportunities for improvement.
Benefits
  • Premium medical, dental, and vision insurance
  • Generous holiday and PTO policies (including Birthday PTO!)
  • Summer Fridays
  • Technology stipend
  • 401k matching program
  • Lunch
  • Wellness allowance
  • Training and development opportunities and allowance
  • Fun and inclusive in-person and virtual events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
communication skillsempathyproblem-solving skillsorganizational skillsattention to detailability to prioritizeindependent troubleshootingcustomer supportcustomer successoperations