Customer Solutions Manager

Responsibilities will include

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• Help build and manage the Client Solutions support function, including the day-to-day support workflow for Client Solutions Representatives.
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• Train, coach, and support Client Solutions Representatives as they respond to advisor, client, and platform user inquiries.
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• Develop, maintain, and improve support scripts, FAQs, onboarding guides, escalation workflows, internal reference materials, and client support documentation.
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• Partner with Sales, Index Development, Engineering, and other internal teams to ensure client questions are answered clearly, accurately, and consistently.
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• Create clear triage processes so Client Solutions Representatives know what they can answer directly, what requires escalation, and which internal team should own the next step.
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• Monitor recurring client questions, support themes, product feedback, and workflow issues to identify opportunities to improve the client experience.
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• Support onboarding and platform-readiness efforts for new advisors, clients, and platform users.
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• Participate in client support escalations and help resolve more complex product, platform, methodology, or workflow-related questions.
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• Coordinate with methodology, product, and technical stakeholders to translate internal expertise into practical training and support materials.
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• Support QA testing, platform review, and user-experience feedback efforts to help confirm updates, identify issues, and improve the customer experience.
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• Help define reporting, tracking, and quality-control processes across CRM, support, ticketing, and internal workflow tools.
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• Contribute to the longer-term scaling plan for the Client Solutions team as Syntax Direct and related client initiatives continue to grow.

The ideal candidate will have

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Bachelor’s degree in finance, economics, business, communications, data analytics, investment management, or a related field.

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2–5 years of experience in client solutions, client success, customer support, financial services, fintech, wealth management, investment management, product support, technical account management, QA/customer support, or a related role.

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Prior experience training, mentoring, coordinating, or managing junior team members.

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Strong interest in finance, investment management, financial technology, and client experience.

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Excellent written and verbal communication skills, with the ability to explain product, platform, and process-related information clearly.

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Strong organizational skills and ability to manage workflows, follow-up items, documentation, and cross-functional coordination.

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Ability to synthesize input from client-facing teams, product teams, methodology stakeholders, and technical teams into clear support materials.

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Strong problem-solving ability, attention to detail, and comfort managing escalations or ambiguous client questions.

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Proficiency with Microsoft Office or a comparable office suite, along with comfort learning professional software platforms, internal tools, CRM systems, and client support systems.

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Ability to work independently and collaboratively in a fast-paced, evolving environment.

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Empathy, patience, professionalism, and sound judgment when supporting clients, users, and internal team members.

Preferred qualifications include

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Experience building or improving customer support, client success, help desk, or client solutions processes.

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Experience creating scripts, FAQs, training materials, onboarding guides, escalation workflows, or internal support documentation.

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Familiarity with CRM, support, ticketing, project management, or documentation tools such as HubSpot, Salesforce, Zendesk, Jira, or similar platforms, with HubSpot experience preferred.

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Exposure to RIAs, financial advisors, asset managers, ETF issuers, wealth platforms, investment products, or financial data products.

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Familiarity with direct indexing, index methodology, portfolio construction, financial technology, or wealth management.