Client Services Representative

• Become a domain, product, and workflow expert – allowing you to manage issues around data and application logic that require deep investigation.
• Communicate effectively and professionally with internal and external stakeholders to promptly resolve questions and issues across all Visible Alpha products.
• Escalate product, technical, and data issues to relevant departments with sufficient information in a timely manner.
• Create and maintain articles for our internal knowledge base.
• Provide ongoing feedback to Product and Development teams to help build scalable solutions for clients.

Associate, Client Support

• Lead & manage a dynamic, cross-regional team to ensure seamless service delivery.
• Proactively identify gaps and create processes to foster team and client growth.
• Own and drive client communications related to day-to-day operational delivery, including Change, Technology, Product, Operations and Support requests across multiple clients.
• Understand, align, and manage client priorities while ensuring accurate and timely updates within internal processes.
• Drive cross-functional collaboration to implement proactive service improvements, client action plans, Root Cause Analysis (RCA), and post-mortems following incidents or SLA breaches.
• Host and lead regular team review meetings to provide updates on ongoing activities, review performance metrics, and business deliverables.
• Contribute to continuous improvement initiatives and promote operational excellence within the team and broader organization.

Senior Client Support Manager

• Serve as a primary point of contact for clients, triaging L1 issues related to WSO Compliance and Agency, reporting discrepancies, API/API feed issues, and system behavior
• Partner closely with internal stakeholders to investigate, resolve, and communicate technical issues and reporting anomalies
• Own and manage client-facing projects or recurring initiatives, such as report optimizations, onboarding coordination, or file delivery improvements
• Track, report, and analyze portfolio-level metrics against key performance indicators (KPIs), proactively identifying trends or risks
• Identify process enhancement and build workflows and SOPs
• Act as an escalation point for high-impact client issues, balancing client satisfaction with internal delivery constraints
• Provide ongoing training, mentorship, and support to team members to promote performance excellence
• Drive continuous improvement efforts across workflows, documentation, and client communication protocol

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Associate, Client Support

Senior Client Support Manager

Client Support Manager