Wealth.com

Client Support Team Lead

Wealth.com

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

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Salary

💰 $90,000 - $120,000 per year

Job Level

Senior

About the role

  • Design and own the support infrastructure: ticketing systems, routing logic, escalation paths, SLAs, and tier-based support structure — systematizing what exists and building what does not
  • Lead, coach, and develop a team of Client Support Associates, establishing clear performance expectations, career paths, and specialization tracks as the team grows
  • Drive the shift from reactive to proactive support — using product instrumentation, onboarding analytics, and incident trend data to identify and resolve root causes before clients file a ticket
  • Build and maintain a support analytics practice: track ticket drivers, time to resolution, reopen rates, deflection rates, onboarding issue rates, and incident trends — and use that data to drive decisions across support, product, and onboarding
  • Partner with Product and Engineering to surface recurring client issues, advocate for product improvements, and reduce support volume through better in-product guidance and self-service tooling
  • Implement AI-assisted support workflows and automation to improve response quality, reduce manual effort, and enable the team to handle growing volume without proportional headcount growth
  • Develop and maintain a self-service knowledge base, help center, and client-facing resources that reduce inbound ticket volume and empower clients to resolve issues independently
  • Project support capacity needs as wealth.com scales — modeling volume, staffing, and tooling requirements ahead of growth rather than in response to it
  • Establish and enforce clear SLAs with systematic tracking and escalation protocols that give clients and internal stakeholders visibility and confidence
  • Collaborate with Onboarding, Customer Success, and Sales to ensure smooth client transitions and identify where support friction points originate upstream

Requirements

  • 5+ years of experience in client support, customer success, or technical support — with at least 2 years in a people management or team lead capacity
  • Proven track record of building or scaling a support organization — not just managing within one
  • Demonstrated success using data to drive support operations: experience with ticket analytics, SLA management, deflection metrics, and root cause analysis
  • Deep understanding of modern support tooling — Zendesk, Intercom, Freshdesk, or equivalent — and hands-on experience implementing or improving support workflows and automation
  • Experience in fintech, wealthtech, legaltech, or a similarly regulated, complex B2B SaaS environment strongly preferred
  • Strong cross-functional communicator — comfortable working with Product, Engineering, and executive stakeholders to drive change
  • Builder mindset: thrives in ambiguity, can operate without a complete playbook, and gets energized by creating structure where little exists
  • Familiarity with AI-assisted support tools and a genuine interest in using automation thoughtfully to improve client experience
Benefits
  • Competitive base salary, performance-based incentives, and meaningful equity participation.
  • Hybrid work arrangement for the New York area; otherwise, fully remote.
  • Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
  • 100% company-paid basic life insurance, short-term and long-term disability insurance.
  • 100% paid parental leave upon eligibility.
  • Company equity managed through Carta.
  • 401k with match and 100% vesting upon hire.
  • Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.
  • Take time off for holidays—and yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.
  • Free estate planning for life!
Applicant Tracking System Keywords

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

Hard Skills & Tools
ticket analyticsSLA managementdeflection metricsroot cause analysissupport workflowsautomationsupport infrastructure designsupport analytics practiceperformance expectationsescalation protocols
Soft Skills
leadershipcoachingcross-functional communicationbuilder mindsetproblem-solvingdata-driven decision makingteam developmentclient advocacyproactive supportcollaboration