Client Support Team Lead

Role Overview

• 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!