Customer Solutions Manager

Help build and manage the Client Solutions support function, including the day-to-day support workflow for Client Solutions Representatives.

Train, coach, and support Client Solutions Representatives as they respond to advisor, client, and platform user inquiries.

Develop, maintain, and improve support scripts, FAQs, onboarding guides, escalation workflows, internal reference materials, and client support documentation.

Partner with Sales, Index Development, Engineering, and other internal teams to ensure client questions are answered clearly, accurately, and consistently.

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.

Monitor recurring client questions, support themes, product feedback, and workflow issues to identify opportunities to improve the client experience.

Support onboarding and platform-readiness efforts for new advisors, clients, and platform users.

Participate in client support escalations and help resolve more complex product, platform, methodology, or workflow-related questions.

Coordinate with methodology, product, and technical stakeholders to translate internal expertise into practical training and support materials.

Support QA testing, platform review, and user-experience feedback efforts to help confirm updates, identify issues, and improve the customer experience.

Help define reporting, tracking, and quality-control processes across CRM, support, ticketing, and internal workflow tools.

Contribute to the longer-term scaling plan for the Client Solutions team as Syntax Direct and related client initiatives continue to grow.

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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