The hire owns the full lifecycle of inbound support requests across client's platform. This role serves as the primary point of contact for advisors, resolving tickets via email, chat, and phone, while acting as the connective tissue between customers and internal product, engineering, and CS teams. The Support Team Hire is also responsible for maintaining queue hygiene, building out self-serve help documentation, and surfacing recurring issues to the right teams. The ultimate goal of this role is to deliver a fast, reliable, and professional support experience that builds advisor trust and reduces churn.
Key Accountabilities:
Own the full lifecycle of inbound support tickets from receipt through resolution
Represent StratiFi professionally as the face of the product in every customer interaction
Keep the support queue organized, prioritized, and within SLA targets
Build and maintain help documentation so advisors can self-serve common issues
Identify and escalate recurring patterns to product and engineering teams