ADM Support Lead

As an ADM Support Lead you will lead the support function of Addepar's Alternatives 

Data Management (ADM) solution for our clients, ensuring exceptional client outcomes. This is a client-facing role that requires both strategic oversight and hands-on execution. You'll be the go-to person, guiding clients through ADM issues and questions post-implementation, coordinating with cross-functional stakeholders to ensure success.

You will be responsible for driving objectives and key results including maintaining high CSAT, low escalations and backlogs, and development/adherence to processes that help the team scale as the ADM client base grows.

As a lead, you will also play a key role in supporting and mentoring junior team members, contributing to team-level process improvements, and modeling the behaviors and standards expected of the Support team.

Applicants must have legal authorization to work in the country where this role is based on the first day of employment. Visa sponsorship is not available for this position.

• →Act as a player-coach, handling client inquiries alongside the team while mentoring and supporting team members in delivering excellent service.
• →Oversee casework, ensuring timely and accurate responses are provided to clients.
• →Serve as the escalation point for complex or high-risk client issues, driving resolution effectively.
• →Drive team OKRs including CSAT, escalation rate, backlogs, and average time to resolution.
• →Focus on improving team and cross-functional processes as we scale and deliver on ADM.
• →Foster strong relationships with other internal ADM teams (Collections, Operations) to ensure strong client outcomes.
• →Develop and enhance standard training and operating procedures for the team.
• →Assist with career planning and development of the analysts on the team.

• Leads by example: Demonstrates professionalism, accountability, and attention to detail with every client interaction.
• Supports the team: Proven ability to act as a mentor, adviser, and escalation point for the team and other teams.
• Owns the client experience: Anticipates issues, communicates clearly, and delivers high-quality outcomes.
• Improves the process: Demonstrated ability to improve processes and streamline workflows.
• 3-5+ years of experience in financial services, technology, consulting, or relevant client-facing roles.
• Strong familiarity with alternative investment data and its operational nuances.
• Excellent written and verbal communication skills; highly organised and detail-oriented.
• Demonstrated success working cross-functionally with internal stakeholders.
• Experience using or supporting the Addepar platform is a strong plus.
• Comfort working in ambiguity with a solutions-first mindset.
  
  Important Note: This role requires working from our Pune office 3 days a week (hybrid work model)