About the Company:
We're changing the way people
invest.
For too long, access to
alternative investments was mostly available to the ultra-wealthy, while
everyday investors had fewer investment options. Our company was founded on the
principle that everyone should have the chance to build diversified portfolios
that include assets they’re truly passionate about.
So we created a platform that
allows ordinary people to invest their tax-advantaged retirement funds into
non-traditional assets like private equity and credit, real estate, startups,
cryptocurrency, and more.
By joining our growing team, you'll be helping to make our mission a reality while working alongside our team of talented individuals who are dedicated to innovation, collaboration, and transforming the future of alternative investing.
Work Environment: This is a Hybrid Model Position in Nashville, TN or Chicago, IL - we can expect 3 days in the Office and 2 days of WFH.
Compensation: $55k - 70k Base + Equity and Benefits
Job Description:
As a Senior Customer Support Specialist, you will provide advanced,
full-spectrum support to investors, issuers, and financial advisors across
Alto’s range of alternative asset types, including start-ups, private equity,
venture capital, and cryptocurrencies. In this role, you’ll manage complex Tier
2 and Tier 3 inquiries, handle technical escalations from Customer Support
Specialists, and serve as the subject-matter expert (SME) for your assigned
domain(s). You will also own domain-specific documentation and training,
support ongoing quality assurance efforts, and work closely with the Customer
Support Team Lead and Customer Support Manager to improve support processes and
the overall customer experience.
Essential Duties and Responsibilities:
• Resolves customer support tickets from Tier 1 to Tier 3,
with a focus on Tier 2 and Tier 3 issues.
• Handles technical and complex escalations submitted by
Customer Support Specialists.
• Proactively seeks out opportunities to improve team
performance and enhance the customer experience, taking initiative to support
peers, share insights, and drive positive impact beyond day-to-day
responsibilities.
• Maintains deep expertise in assigned domain(s) and serves
as a Subject Matter Expert.
• Owns internal and external documentation for assigned
domain(s), ensuring accuracy and clarity.
• Develops and leads domain-specific training programs for
new and existing team members.
• Conducts monthly QA reviews and implements feedback to
improve support quality and consistency, while proactively flagging recurring
quality concerns and training opportunities to the Lead Customer Support
Specialist and Customer Support Manager.
• Contributes to process improvements by evaluating
workflows, recommending enhancements, and supporting team projects and OKRs
that drive operational efficiency and a better customer experience.
• Supports HubSpot reporting efforts by sharing
domain-specific trends and frontline insights.
• Mentor Customer Support Specialists through best practice
sharing, coaching, and ticket support.
• Collaborates cross-functionally to resolve complex issues
and provide product feedback.
• Performs other related duties as assigned.
Education and Experience:
• Bachelor’s degree or equivalent
• Relevant start-up, FinTech, and customer care
experience
• Experience with retirement accounts and IRS regulations
• Experience in alternative assets and private
placements
• Experience managing complex, multi-step, customer-facing
processes with ambiguity and nuances
Required Skills and Abilities:
• Relevant experience in front or back office operations at a
financial institution
• Ability to perform in a fast-paced environment subject to
change and ambiguity
• Advanced problem-solving and communication skills
• Empathetic, intellectually curious, and
relationship-focused
• Roll-up-your sleeves attitude with a resilient approach to
challenge, gritty work ethic, and entrepreneurial spirit
• Ready to have fun and work alongside a dynamic team
challenging the status quo
