Allio’s mission is to transform the way fintech investors approach portfolio management through the lens of macro financial technology. We aim to elevate our clients' understanding of the factors that move markets so they will have the knowledge to interpret economic signals and the implications they have for the sectors and industries that make up their portfolio.
We are a fully remote team of investment strategists, engineers, and fintech professionals committed to building a macro investing platform that gives people the educational resources, data, and investing tools to take control of their financial futures and achieve their long-term wealth goals. At Allio, we believe in empowering individuals with the knowledge and confidence to make informed investment decisions and secure their financial independence.
The Client Services Expert will be part of our remote Client Services team which operates within the Product department and support a mobile fintech app. Primary functions of the role will be to provide exceptional and adaptable frontline support, including responding to client inquiries via Intercom, assisting with technical troubleshooting and bug reporting, writing internal and public facing documentation, and contributing insights across departments for product improvement. The role requires adaptability, creativity, intrinsic motivation, and a willingness to step in where needed in our fast-paced, startup environment.
Client Support
Respond promptly to client inquiries via Intercom
Escalate issues, following established paths of escalation
Learn macro investing concepts and terminology
Understand fintech regulations and be vigilant about compliance
Product Expertise
Use Allio products and understand the app experience
Test and troubleshoot client issues and participate in planned testing
Surface client feedback to management and product teams
Write detailed and actionable bug reports in Jira
Documentation
Contribute to technical, public facing help articles for our Knowledge Base
Write and update internal process docs
Communicate in appropriate Slack channels for posterity and searchability
Leave concise summary notes on Intercom interactions for seamless handoffs
Collaboration
Work closely with the product and engineering teams to improve product features
Collaborate with Go To Market teams to align messaging and language
Over-communicate with your teammates on our swarm style support team
Monitor Slack channels and contribute to conversations within and outside of Client Services
Qualifications
3-5 years of experience in technical support or user experience
Experience in SaaS or mobile app products
Familiarity with FinTech (or a willingness to actively learn)
Accustomed to remote work in a startup environment
Ability to pass a background check and be fingerprinted by FINRA
Skills and Competencies
Technical Proficiency: understand of software applications and troubleshoot technical issues
Communication Skills: skilled writer with the ability to explain technical concepts to clients
Problem-Solving: analytical skills and the ability to think critically and creatively to solve problems
Product Focus: passion for providing exceptional support while looking for improvement opportunities
Team Player: ability to collaborate across teams and wear different hats when needed to meet goals
Organizational Skills: time management skills with the ability to prioritize tasks and context switch
