Client Support Team Lead, Wealth.com
$90-115k
+ Offers Equity
Estate planning technology
Be an early applicant
Estate planning technology
101-200 employees
Be an early applicant
$90-115k
+ Offers Equity
101-200 employees
Company mission
To revolutionize estate planning by using AI-powered solutions to help financial advisors, benefits departments, and individuals.
Role
Who you are
- 5+ years of experience in client support, customer success, or technical support — with at least 2 years in a people management or team lead capacity
- Proven track record of building or scaling a support organization — not just managing within one
- Demonstrated success using data to drive support operations: experience with ticket analytics, SLA management, deflection metrics, and root cause analysis
- Deep understanding of modern support tooling — Zendesk, Intercom, Freshdesk, or equivalent — and hands-on experience implementing or improving support workflows and automation
- Experience in fintech, wealthtech, legaltech, or a similarly regulated, complex B2B SaaS environment strongly preferred
- Strong cross-functional communicator — comfortable working with Product, Engineering, and executive stakeholders to drive change
- Builder mindset: thrives in ambiguity, can operate without a complete playbook, and gets energized by creating structure where little exists
- Familiarity with AI-assisted support tools and a genuine interest in using automation thoughtfully to improve client experience
What the job involves
- We are seeking a proven Client Support Team Lead to build and lead a world-class support organization at one of fintech's most recognized and fastest-growing platforms
- This is not a steady-state management role — it is a builder's role
- You will manage and develop a team of Support Associates while simultaneously reimagining how we deliver support at scale: leveraging AI, automation, data, and smart workflows to shift from reactive firefighting to proactive, systematic client success
- As wealth.com continues to onboard customers at a rapid pace, you will be the person who ensures our support function grows intelligently — without linearly scaling headcount
- Design and own the support infrastructure: ticketing systems, routing logic, escalation paths, SLAs, and tier-based support structure — systematizing what exists and building what does not
- Lead, coach, and develop a team of Client Support Associates, establishing clear performance expectations, career paths, and specialization tracks as the team growsDrive the shift from reactive to proactive support — using product instrumentation, onboarding analytics, and incident trend data to identify and resolve root causes before clients file a ticket
- Build and maintain a support analytics practice: track ticket drivers, time to resolution, reopen rates, deflection rates, onboarding issue rates, and incident trends — and use that data to drive decisions across support, product, and onboarding
- Partner with Product and Engineering to surface recurring client issues, advocate for product improvements, and reduce support volume through better in-product guidance and self-service tooling
- Implement AI-assisted support workflows and automation to improve response quality, reduce manual effort, and enable the team to handle growing volume without proportional headcount growth
- Develop and maintain a self-service knowledge base, help center, and client-facing resources that reduce inbound ticket volume and empower clients to resolve issues independently
- Project support capacity needs as wealth.com scales — modeling volume, staffing, and tooling requirements ahead of growth rather than in response to it
- Establish and enforce clear SLAs with systematic tracking and escalation protocols that give clients and internal stakeholders visibility and confidence
- Collaborate with Onboarding, Customer Success, and Sales to ensure smooth client transitions and identify where support friction points originate upstrea,
Our take
50% of personal wealth in the US will change hands in the next two decades, inciting a need for estate planning solutions that are efficient, insightful and help grow the pre-existing pots. Wealth.com aids this transfer through its estate planning platform for financial institutions and their clients.
Wealth.com’s platform leverages next-gen technology infused with AI to help the financial planning of personal estates. Differentiating it from the crowded wealth planning market is the company’s balance of machine learning technology and a human touch, rendering it one of the only tech-led, end to-end platforms built specifically for financial institutions.
Balancing fintech fluency and boutique estate planning, Wealth.com has attracted the eye of investors. The substantial funding it has received continues to fuel growth and product development, positioning the company to continue its path of success.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Apr 2026
$65m
SERIES B
Sep 2024
$30m
SERIES A
Total funding: $111m
Company benefits
- Fully remote, flexible work environment (we do however meet together in person several times a year)
- Full medical and dental benefits
- Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged
- Paid parental leave
- Company equity managed through Carta
- 401k with Match and 100% vesting upon hire
Company HQ
Camelback East Village, Phoenix, AZ
Leadership
Rafael Loureiro
(CEO)Official Member of the Forbes Finance Council. Previoulsy CTO at LexisNexis Risk Solutions and Emailage Corp, and CRM at Avanade.
Rei Carvalho
(Co-Founder & Executive Chair)Previously Managing Partner at Bela Juju Ventures and CEO at Emailage. Was also CTO at Phoenix Kiosk and Secure Medical.
Tim White
(Co-Founder & Chief Growth Officer)Previously Chief Partnership Officer at Emailage, Business Development Executive at CrossChx and GlobalMed Telemedicine, and a Sales Operations Manager at Outreach International.
Danny Lohrfink
(Co-Founder & CPO)Executive Board Member on the Fast Company Executive Board. Was Business Lead at SoFi and VP of Private Wealth Management (Americas COO Team) at Goldman Sachs.
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