Client Support & Content Specialist - Remote

Overview

Assist thousands of investors breeze through private-fund onboarding while shaping the help-center content they rely on.

In Short

• Triage inbound chat, email, phone via our CRM; Meet 95 % SLA, 90 % CSAT
• Audit & update help articles weekly; fix typos, add details, clarify visuals
• Maintain records of chats, article edits, video metrics, and support KPIs (SLA compliance, CSAT, resolution times)
• Tag recurring issues; file feature requests and submit quarterly “Voice of Customer” report to product and client operations team
• Cross collaborate with product, marketing, and design teams to ensure help content is accurate, and consistent

Requirements

• 1+ years SaaS or fintech support via chat/email
• Exceptional written English. Able to polish help content for clarity, tone, and accessibility
• Create short internal and external tutorial videos—screen recording, voiceover, basic document editing
• Able to quickly learn new platforms; familiarity with CRM, ticketing systems, and basic troubleshooting
• Patient and empathetic when conversing with clients, focused on resolution and user satisfaction
• Team-oriented and communicative, comfortable working across departments

Benefits

• Passthrough stock options
• Health, dental, and vision insurance
• 401k contribution program with matching
• Life insurance
• PTO & Unlimited sick leave
• Annual health & wellness stipend
• Parental leave