Client Support & Content Specialist

Assist thousands of investors breeze through private-fund onboarding while shaping the help-center content they rely on.The company you’ll joinWe exist to make investing in the private markets as easy as Robinhood did for public stocks.We built a TurboTax-style workflow for investors to only see the questions that matter to them and see every question that matters to them to make fund closing (i.e. the process of investing into a private fund) easy. Our world record document completion time is 6 minutes.That may sound boring but we've processed billions of dollars for thousands of investors in just the past 6 months. And by having an investor run through our workflow, we capture their identity so we can allow them to repurpose it wherever they'd like in the future. We call this an investor passport and it's the whole reason we built this business.The impact you’ll haveYou will be the first point of contact for many of our clients, you will directly enhance user satisfaction and reduce support volume by empowering clients via content. The problems you’ll solveTriage inbound chat, email, phone via our CRM; Meet 95 % SLA, 90 % CSATAudit & update help articles weekly; fix typos, add details, clarify visualsMaintain records of chats, article edits, video metrics, and support KPIs (SLA compliance, CSAT, resolution timesTag recurring issues; file feature requests and submit quarterly “Voice of Customer” report to product and client operations teamCross collaborate with product, marketing, and design teams to ensure help content is accurate, and consistentDesired Qualifications1+ years SaaS or fintech support via chat/emailExceptional written English. Able to polish help content for clarity, tone, and accessibilityCreate short internal and external tutorial videos—screen recording, voiceover, basic document editingAble to quickly learn new platforms; familiarity with CRM, ticketing systems, and basic troubleshootingPatient and empathetic when conversing with clients, focused on resolution and user satisfactionTeam-oriented and communicative, comfortable working across departmentsWhat to expect in the hiring processWe go through the same interview steps for all Client Support candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to work at Passthrough.All roles require a background checkInitial screen: a quick 20-30 minute chat with one of the Client Operations Team members to learn more about each otherA series of short assessments to determine your problem solving skill levelMeet your manager: 45 minutes (Pam)Get a decision: We’ll get back to you within a week on what’s nextBenefitsPassthrough stock optionsHealth, dental, and vision insurance401k contribution program with matchingLife insurancePTO & Unlimited sick leaveAnnual health & wellness stipendParental leaveWho are we?We’re a 30+ person team that works with hundreds of investment firms, ranging from $200 million real estate firms to $1 trillion global asset managers. We’ve helped 35,000 investors save time by completing their investor onboarding quickly. We’re venture-backed and growing fast.We know the problems. We know the clients. We know how to scale businesses fast in ambiguous environments. Come build with us.

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