Investment Specialist

Customer Support Specialist (Alternative Investments)Perm OpportunityNashville, TN / Chicago, ILJob Description: As a Senior Customer Support Specialist, you will provide advanced, full-spectrum support to investors, issuers, and financial advisors across our range of alternative asset types, including start-ups, private equity, venture capital, and cryptocurrencies. In this role, you’ll manage complex Tier 2 and Tier 3 inquiries, handle technical escalations from Customer Support Specialists, and serve as the subject-matter expert (SME) for your assigned domain(s). You will also own domain-specific documentation and training, support ongoing quality assurance efforts, and work closely with the Customer Support Team Lead and Customer Support Manager to improve support processes and the overall customer experience.Essential Duties and Responsibilities:Resolves customer support tickets from Tier 1 to Tier 3, with a focus on Tier 2 and Tier 3 issues.Handles technical and complex escalations submitted by Customer Support Specialists.Maintains deep expertise in assigned domain(s) and serves as a Subject Matter Expert.Owns internal and external documentation for assigned domain(s), ensuring accuracy and clarity.Develops and leads domain-specific training programs for new and existing team members.Conducts monthly QA reviews and implements feedback to improve support quality and consistency, while proactively flagging recurring quality concerns and training opportunities to the Lead Customer Support Specialist and Customer Support Manager.Contributes to process improvements by evaluating workflows, recommending enhancements, and supporting team projects and OKRs that drive operational efficiency and a better customer experience.Supports HubSpot reporting efforts by sharing domain-specific trends and frontline insights.Mentor Customer Support Specialists through best practice sharing, coaching, and ticket support.Education and Experience:Bachelor’s degree or equivalent Relevant start-up, FinTech, and customer care experience Experience with retirement accounts and IRS regulationsExperience in alternative assets and private placements Experience managing complex, multi-step, customer-facing processes with ambiguity and nuances Required Skills and Abilities:Relevant experience in front or back office operations at a financial institutionAbility to perform in a fast-paced environment subject to change and ambiguityAdvanced problem-solving and communication skillsEmpathetic, intellectually curious, and relationship-focusedRoll-up-your sleeves attitude with a resilient approach to challenge, gritty work ethic, and entrepreneurial spiritReady to have fun and work alongside a dynamic team challenging the status quo