Client Support Associate

Our Company

Private investments such as venture capital, hedge funds, and private equity make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunities for manual data entry errors, inconsistent reporting, and lost information. Enter Arch.

Arch is a Series A financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of fund manager portals.Our purpose is to save investors time while empowering them to make more informed investment decisions, leading to better financial outcomes. 

We are a fast growing, dynamic company serving hundreds of clients, and we are looking to hire in all departments as we scale.

Key Responsibilities

As a Client Support Associate, you will be an integral part of our growing Operations team. In this role, you will: 

• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.

• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.

• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner. 

• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs. 

• Help create training and FAQ documentation with a goal of making users more efficient and self-sufficient over time.

• Proactively bring forward customer friction points and ideas for improvement based on your experience.

Skills, Knowledge and Expertise

Reach out to us if you: 

• Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.

• Feel a strong sense of pride and ownership in your work and always follow through to deliver results.

• Want to learn about alternative investments and engage with sophisticated investors and advisors. 

• Thrive in a stimulating and fast-paced environment. 

• Have excellent verbal and written communication skills. 

• Have an interest in tech, investing, and alternatives. 

Some perks of working for Arch include:

• Strong Team – You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.

• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.

• You'll learn a lot about a lot - The operations team functions across the entire company, from working with new and prospective clients, to liaising with the engineering team to build a new feature or improve an existing one.

• Product Market Fit – We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.  

• Team community and camaraderie – We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.