Client Support RepresentativeNew York

Client Support Representative

Since 2017, Flourish has been on a mission to help financial advisors evolve from holistic advice to holistic implementation to more fully serve their clients and achieve better outcomes. We focus on independent Registered Investment Advisors (RIAs), delivering financial products that advisors can't easily access today through beautiful, scalable, and easy-to-use technology.

Today, we work with over 900 RIAs that collectively represent more than $1.6T in assets under management across two products Flourish Annuities and Flourish Cash and with our recent acquisition of Sora Finance, we'll be adding a lending offering in 2026. Headquartered in New York City, we are an independently-operating, wholly-owned subsidiary of MassMutual Life Insurance Company.

Read on if you are interested in joining a small, highly-collaborative, rapidly-growing startupbacked by the support and stability of a Fortune 500 company.

About You

You are an ambitious self-starter looking to join a fast-growing fintech startup as a client support specialist. You love providing truly white-glove client support, whether via phone, email or chat, and have excellent communication skills (both written and verbal). You have a penchant for explaining complex, technical details to non-technical audiences. You have an indefatigable approach to problem solving and see every client interaction as an opportunity to improve the business overall.

Beyond providing support, you are also excited to contribute to every aspect of a growing client support organization, from optimizing the technology we use to preparing reporting to thinking strategically about how we can provide better service, more efficiently. You also love collecting client feedback and sharing with our product organization to help us understand client requests and act as a key voice in improving the product.

About the Role

As a client support representative, you'll provide client support via phone, email and chat from 9am to 5pm ET, leveraging both internal and external tools. Client questions will range from providing straightforward answers about our products to solving in-depth issues that require a deep understanding of both our product and client circumstances. You'll partner with our product team and work closely with engineers to help resolve thorny issues within a dynamic, always-changing environment.

Equally as important as providing white-glove support will be contributing to our client support organization. This will include building the playbook we'll use to scale our client support organization, tagging and tracking client issues to identify trends, reporting on metrics used to efficiently run our business, and developing and maintaining internal and external client support materials, from email templates to phone scripts to client-facing FAQs. Given the small size of our team, this role is far more dynamic than the typical support role, and will involve operating within a fast-paced, technology centric environment that is constantly evolving.

Responsibilities

• Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
• Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues
• Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed
• Assist with the review and onboarding process for new accounts
• Develop and maintain external client support materials, from email templates to call scripts to FAQs
• Participate in support center scheduling, aligning staffing and hours of availability to inbound client demands
• Real time queue management for phone support
• Define and implement short-term business strategies to improve client experience and increase support team efficiency
• Training and development of new support representatives, including development of training materials
• Ensure all support-related tasks are completed in a timely manner, including working past the close of support hours as needed

Minimum Qualifications

Preferred Qualifications

At Flourish, we focus on ensuring fair, equitable pay by providing competitive salaries, along with bonus and incentive opportunities and benefits for all employees.

Base Salary Range : $61,000 - $80,000 plus bonus

Disclosures : All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.