Client Support Team Lead

Wealth.com Inc.

Job Overview

Location

Hybrid, New York, Tempe, San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• As a Client Support Team Lead at Wealth.com, you will build and lead a world-class support organization at one of fintech's most recognized and fastest-growing platforms, managing and developing a team of Support Associates while reimagining support delivery through AI, automation, data, and smart workflows to shift from reactive firefighting to proactive, systematic client success.
• You will design and own the support infrastructure including ticketing systems, routing logic, escalation paths, SLAs, and tier-based support structure; lead, coach, and develop a team of Support Associates with clear performance expectations, career paths, and specialization tracks; and drive the shift from reactive to proactive support using product instrumentation, onboarding analytics, and incident trend data to identify and resolve root causes before clients file a ticket.
• You will build and maintain a support analytics practice tracking ticket drivers, time to resolution, reopen rates, deflection rates, onboarding issue rates, and incident trends; partner with Product and Engineering to surface recurring client issues and advocate for product improvements; implement AI-assisted support workflows and automation to improve response quality and reduce manual effort; and develop and maintain a self-service knowledge base, help center, and client-facing resources to reduce inbound ticket volume.
• You will project support capacity needs as the company scales by modeling volume, staffing, and tooling requirements ahead of growth; establish and enforce clear SLAs with systematic tracking and escalation protocols; and collaborate with Onboarding, Customer Success, and Sales to ensure smooth client transitions and identify upstream support friction points.
• Wealth.com is the industry’s leading advanced planning platform, trusted by many of the largest names in global finance, combining proprietary AI with deep technical expertise to serve clients across the wealth spectrum, recognized for innovation and leadership with awards including Top Estate Planning Technology and Implementation at the 2025 WealthManagement.com Industry Awards, named 2024 Best Technology Provider in the Trust category, and ranked #1 in estate planning market share in the 2025 Kitces AdvisorTech Study.
• The company cultivates a collaborative and supportive environment, fostering innovation and making it a truly enjoyable workplace, and is proud to be certified as a Great Place to Work for 2025.
• You will have real ownership, a direct line to leadership, and the resources to build something that scales, with the opportunity to architect a support organization from the ground up rather than inherit someone else's playbook, backed by GV (Google Ventures), Citi Ventures, and Charles Schwab.

🎯 Requirements

• 5+ years of experience in client support, customer success, or technical support — with at least 2 years in a people management or team lead capacity
• Proven track record of building or scaling a support organization — not just managing within one
• Demonstrated success using data to drive support operations: experience with ticket analytics, SLA management, deflection metrics, and root cause analysis
• Deep understanding of modern support tooling — Zendesk, Intercom, Freshdesk, or equivalent — and hands-on experience implementing or improving support workflows and automation
• Experience in fintech, wealthtech, legaltech, or a similarly regulated, complex B2B SaaS environment strongly preferred
• Strong cross-functional communicator — comfortable working with Product, Engineering, and executive stakeholders to drive change

🏖️ Benefits

• Competitive salary range of $90,000 - $120,000 with performance-based incentives and meaningful equity participation
• Hybrid work arrangement for the New York area; otherwise, fully remote, with in-person team gatherings several times a year
• Excellent medical, dental, and vision insurance options with low-cost premium structures
• 100% company-paid basic life insurance, short-term and long-term disability insurance
• 100% paid parental leave upon eligibility
• 401k with company match and 100% vesting upon hire
• Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged
• Free estate planning for life

Skills & Technologies

Senior

Remote

$90k-120k

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Wealth.com Inc.

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About Wealth.com Inc.

Wealth.com is a digital estate-planning platform that helps individuals create, store and share legal documents such as wills, trusts and advance directives. The cloud-based service guides users through attorney-approved templates, supports real-time collaboration with family and advisors, and provides secure document vaults with bank-level encryption. Integrated tools track assets, beneficiaries and final wishes while offering optional legal review and notarization. Designed for U.S. residents, the platform updates plans automatically when laws or personal circumstances change and delivers 24/7 access via web and mobile applications.

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