Job Description

Our Client is a community that connects the investment management industry year-round. Their software platform seamlessly connects managers and allocators for virtual meetings, giving managers the ability to subscribe and share information with allocators who can efficiently select and meet managers all on one platform. Purpose and philanthropy are embedded in the way our Client works, with charitable initiatives and fundraising as a central pillar of the ecosystem. The scalable technology powering our Client's platform can be used for bespoke events by managers, allocators, and service providers. In an environment where physical events and meetings are no longer the norm, they have reimagined how the investment industry connects.

As a Technical Support Specialist, Scale, you will own the front line of client support for their Scale portfolio. This is a support-dedicated role focused on resolving inbound inquiries through Intercom and HubSpot, helping operate and improve their Fin AI automation, and hitting clear service metrics. You will work alongside the broader Scale Client Success team, who focus on proactive engagement, so that clients get both fast answers and a strong overall experience.

Responsibilities

• Manage support inquiries via chat and ticketing systems (Intercom, HubSpot).

• Help operate and tune Fin AI to automate responses and deflect recurring tickets.

• Meet key support metrics including ticket closures, response time, full resolution time, and CSAT.

• Troubleshoot and resolve issues, including unfamiliar or complex scenarios, by seeking out information and identifying practical workarounds.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Work closely with the Scale Client Success Associates to support positive customer health and experience.

• Flag recurring issues and gaps so they can be turned into self-service Help Center content.

Requirements

• 1 to 2 years of experience in customer support, client success, or a similar client-facing role.

• Hands-on experience with a ticketing system such as Intercom or Zendesk; Intercom preferred.

• Familiarity with Fin AI or AI tools in general, with interest in learning automation.

• Strong written communication and a customer-first, empathetic mindset.

• Organized and able to prioritize a high volume of inbound requests.

Nice to Have

• Exposure to HubSpot or a comparable CRM.

• Experience in SaaS, fintech, or financial services.

* This position is hybrid