Client Support Team Lead

Wealth.com

Lead Client Support Team at Wealth.com, the leading estate planning platform driving proactive client success. Manage support operations and build a world-class support organization leveraging AI and automation.

Posted 4/15/2026full-timeNew York City • California, New York • 🇺🇸 United StatesSenior💰 $90,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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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