Client Experience Associate - Part time

About Titan

Titan is an award-winning, Wall-Street-based wealth management firm. Backed by some of Silicon Valley’s best (a16z, GC, Sam Altman), we manage the wealth of tens of thousands of clients, with billions in assets. As consumer finance approaches its graduation moment from the era of fast money day trading, we’re vying to be its leader. Our end objective is to build the next Goldman Sachs, one of the most revered institutions in all of finance.

Why Join Titan

For the right person, we believe Titan will be one of the most rewarding jobs they ever have.
• World-Class Investors: We’re backed by top investors who share our bold vision, including a16z, General Catalyst, Sam Altman.
• Critical Why Now: The advent of LLMs enables Titan to be the first AI-native advisor in history (if you needed a peek at our roadmap, here you go). This is driving our urgency.
• Disproportionate Impact: We’re still at the beginning of our journey and a small team, which is ultimately the greatest selling point to the right person. Your impact at Titan will disproportionately matter.
• Vibrant in-person culture: We thrive on being a high-touch team, working together in the trenches in person (you’ll see our founders in office most days of the week).
• Big Vision, Big Risks: We believe in taking bold opportunities and aren’t afraid of change.
• Compensation: Titan offers competitive cash compensation and well-above-market equity packages because we want every team member to feel and act like an owner.

Role Overview
As a CX Associate, you'll be one of the main points of contact for our 10,000s of investors during one of our busiest seasons - tax season. You’ll play a key role in the development of our best in class client interaction and customer service while providing exceptional email and chat support. You'll also work closely with our brokerage operations team (on issues including account onboarding, KYC/AML processes, etc.). This role is contracted for 3 months with the potential to come on full time pending business needs.

What You’ll Do:
• Respond and resolve customer requests and questions via chat and email
• Escalate customer issues and help develop best practices for efficient customer engagement
• Assist with KYC/AML operations, account onboarding, and technical troubleshooting
• Translate customer needs into recommendations for CX and engineering - this is an opportunity to directly influence the Titan roadmap
• The schedule for this position is Monday-Thursday (27 hours)
• Monday: 9am-5pm EST (7)
• Tues-Fri: 10am-3pm EST (5)

Qualifications
• 2+ years of experience in a Customer Experience/Service role
• Licensed (7 + 63) or experience at another financial firm is a plus, but not required
• 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 Kustomer, Intercom, Zendesk or other Customer Support platforms

Compensation:

Anticipated annual salary range: $25-45 per hour

At Titan, we are committed to offering competitive compensation packages for our valued team members, matching our commitment to attract and retain a top talent pool that is aligned with our culture, mission, and values. This salary range represents Titan’s reasonable estimated possible compensation for this role at the time of this posting.

The final salary for this position will be determined in sole discretion of Titan, depending on applicable laws, and based on a variety of factors, such as employee’s work experience, skills, qualifications for the role, and location, and may differ from the amounts listed above.

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