Client Experience Associate

About Titan

Titan is an award-winning, members-only wealth management firm reimagining how ambitious, high-earning professionals manage and experience their wealth. Headquartered in New York City and backed by some leading Silicon Valley firms – including a16z and General Catalyst. We're building the Wall Street firm of the future.

Vision

At Titan, we understand that money isn't just currency; it's the lifeblood of ambition and the fuel of innovation. We exist for those who push boundaries, redefine success, and drive society forward. While our members are center stage, reshaping industries and creating the future, we're their wealth team behind the scenes, obsessing over their financial wellbeing – so they don't have to.

The end goal? Exceptional Wealth Management

We've created a comprehensive wealth system that combines:

• Highly Engineered Investment Products

• Financial Expertise

• Exclusive Member Access 

By combining comprehensive wealth management with unique member benefits, our members have described us as the Amex of Wealth Management.

With a commitment to providing access to wealth management expertise and a lifestyle concierge service, our goal is to build the last wealth platform this generation will ever need.

We're highly selective with who we choose to bring onto the team. If the above resonates with you, we'd love to meet.

Role Overview

As a CX Associate, you'll be one of the main points of contact for our 10,000s of investors. You’ll play a key role in the development of our best in class client interaction and customer service while providing exceptional email, phone, chat support. You'll also work closely with our brokerage operations team (on issues including account onboarding, KYC/AML processes, etc.).

What You'll Do

• Respond and resolve customer requests and questions via chat, email, and phone

• Escalate customer issues and help develop best practices for efficient customer engagement

• Assist with KYC/AML operations, account onboarding, and technical troubleshooting

• Create educational content for our customers - how-to articles, videos, emails

• Translate customer needs into recommendations for engineering - this is an opportunity to learn the ropes of product management and directly influence the Titan roadmap

Qualifications 

• 2+ years of experience in a Customer Success/Service role

• Candidates must have (7 + 63/66)

• Demonstrated skill and ability to handle assorted customer questions and issues, including challenging matters, resourcefully and with completeness and empathy

• Skilled at troubleshooting technical issues and determining the right questions to ask

• Exceptional written and communication skills along with an acute attention to detail

• Familiarity with Intercom, Zendesk or other Customer Support platforms