Associate Manager, Client Support

EquityZen is a mid-stage financial technology company, backed by leading venture and private equity investors. We’re looking for an Associate Manager, Client Support to build out and lead our Client Support department. Thinking on your feet, you will be the front line to provide client support for our fintech application and client inquiries. Then, you will help define policies, procedures, and training methods for the Client Support team you will lead.

You will have proven experience working in a similar role, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Our platform enables large, private companies to deliver liquidity to their shareholders while providing investors access to invest in these proven, pre-IPO companies. EquityZen has served over 250 pre-IPO technology companies and is proud to be considered a liquidity provider for 60% of the largest US unicorns. A testament to EquityZen’s secure, paperless, and industry-defining online investment platform, we have successfully completed 30,000+ private placement transactions. Focusing on automating an antiquated offline process has allowed us to lead the charge in building more efficient, cost-effective, and transparent private markets. Watch this short video to learn more: equityzen.com/press. 

• Respond to client support inquiries via phone, live chat and email
• Create effective client support procedures, policies, and standards, including onboarding, training, and assessment material
• Hire and train new client support agents
• Develop, measure, and improve KPIs for your department
• Document all user interactions and communicate with Product, Operations and Engineering about relevant insights and action items
• Stay informed on the latest industry techniques and methods

THE RIGHT STUFF

• A minimum of 3 years of proven experience in a client support position
• Bachelor's degree in Business, Finance, or related field
• Proficiency in Google Workspace, Intercom, Asana, Slack, Tableau are a plus
• Outstanding written and verbal communication skills
• Ability to capture inputs, think critically, and create new processes & documentation
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills 
• Prior management experience

BONUS POINTS IF YOU HAVE 

• Fintech and startup experience are a plus

EquityZen offers a competitive salary, stock options, full employee benefits (health, dental, vision), 401k match, individual professional development and wellness budget, generous time off policies and more!

To maximize cross-team collaboration, productivity and engagement, unless otherwise stated, it is expected that all employees work in our spacious new office in the financial district on a hybrid schedule. We appreciate that different teams and roles may have different requirements, so we focus on “presence with a purpose”. Working from the office requires being fully vaccinated, signing an attestation stating as such and providing proof of vaccination. We are always dedicated to prioritizing all employees’ health and safety and accommodations will be made as required.

EquityZen provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, EquityZen complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. EquityZen expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of EquityZen’s employees to perform their job duties may result in discipline up to and including discharge.