Customer Experience Manager (Fintech)

TL;DR

Customer Experience Manager (Fintech): Leading a high-performing team of licensed representatives to provide premium service and support for the Concierge Desk with an accent on complex financial products like options and margin trading. Focus on coaching for professional development, identifying customer inquiry patterns, and collaborating with cross-functional teams to resolve issues.

Location: Must be based in Chicago, IL, Denver, CO, or Westlake, TX. In-person attendance is required at least 4 days per week.

Salary: $115,600–$136,000 (Zone 2)

Company

A mission-driven fintech firm dedicated to democratizing finance through accessible trading and investment technology.

What you will do

• Lead and mentor 12-15 licensed Concierge Desk team members.
• Coach agents to excel in value-added conversations and proactive outreach.
• Manage escalations and resolve complex customer issues related to options, margin, and equities trading.
• Collaborate with Middle-Office, Risk, and Compliance teams to maintain regulatory standards.
• Recognize and document customer issue patterns to assist engineering teams in long-term solution creation.
• Cultivate a culture of professionalism, advocacy, and personal growth.

Requirements

• FINRA Series 7, 63, and 24 or 9/10 licenses are required.
• Must work in-office at least 4 days per week in Chicago, Denver, or Westlake.
• 4+ years of experience in customer-facing operations at a retail broker-dealer or tech company.
• 4+ years of leadership experience managing customer-facing teams.
• Proven track record of managing professional development and driving team performance.
• Bachelor’s Degree from an accredited institution.

Culture & Benefits

• Comprehensive benefits including 100% employer-paid health insurance for employees.
• Performance-driven compensation package including bonuses and equity ownership.
• 401(k) retirement plan with employer matching.
• Flexible lifestyle wallet for wellness and learning expenses.
• Generous time-off policy, including paid holidays, sick leave, and parental leave.
• Supportive in-person office environment with catered meals and professional workspaces.