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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in the Smartleaf platform and provides exceptional SaaS customer support, ensuring effective client relationship management and technical troubleshooting. Capable of recommending process improvements and delivering high-quality, responsive service to enhance platform adoption.
Highest-signal resume keywords
Smartleaf Platform ExpertiseSaaS Customer SupportClient Relationship ManagementTechnical TroubleshootingFintech Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SaaS Customer SupportTechnical TroubleshootingClient Inquiry ResponseProcess ImprovementPlatform Adoption Optimization
Soft Skills
Strong Communication SkillsOrganizational SkillsPersonable and Relationship-OrientedAdaptabilitySound Judgment
Tools & Technologies
Smartleaf Software
Certifications & Qualifications
Bachelor's Degree or Higher
Industry Keywords
FintechClient SupportRelationship ManagementProduction SupportEscalation Management
About the role
Key responsibilities & impact- Become an expert on the Smartleaf platform and its various models of use
- Oversee daily production support, ensuring urgent requests receive prompt attention and resources
- Triage, investigate, and respond to client inquiries
- Act as an escalation contact for complex issues
- Contribute to and maintain reference materials
- Provide ad hoc training to client firms
- Monitor each client relationship
- Uphold Smartleaf's reputation for responsive, thorough, and creative support
- Recommend internal process improvements using fresh perspective and prior experience
- Manage clients' daily use of Smartleaf software and advisory services
- Empower clients to use innovative functionality effectively
- Serve as an internal and external subject matter expert and trusted strategic advisor
- Maximize platform adoption and optimize portfolio operations
- Coordinate administrative tasks and perform hands-on technical troubleshooting
- Provide accurate, timely, white-glove support
Requirements
What you’ll need- Bachelor's degree or higher in a related field required
- 5+ years of SaaS customer support, relationship management or comparable experience
- Organized and capable of managing multiple responsibilities simultaneously
- Sound judgment when triaging client issues and assessing criticality
- Strong communication skills
- Self-sufficient and able to work independently
- Personable and relationship-oriented
- Comfortable working with internal and external stakeholders, including executives
- Adaptable and eager to grow responsibilities
- Current and ongoing authorization to work in the United States without sponsorship
- Direct experience supporting end users or clients of a software product
- Fintech experience requested in application
Benefits
Comp & perks- Comprehensive health, dental and vision insurance with 100% of premium and deductible covered for employees and family (copays apply)
- SIMPLE IRA with 4% company match
- Four weeks PTO + NYSE holidays
- Flexible work-from-home policy
- Casual dress code
- Beautiful office space within a 15-minute walk of 4 subway lines and commuter rail
- Office shower for bike commuters
- Stocked kitchen with breakfast and lunch options
- Espresso machine
- All team meetings by video conference for remote employees
- Communication via messaging stream, Google Meet, and Zoom