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About the Role

The Senior Customer Support Specialist ensures efficient service delivery and operational processes for internal and external stakeholders. This role focuses on maintaining daily processing requirements, analyzing workflows, identifying inefficiencies, and implementing improvements to enhance customer experience and support business goals.

Responsibilities

• Challenge and improve existing processes and systems to enhance service delivery, reduce inefficiencies, and automate manual procedures.
• Collect, analyze, and interpret operational data to generate insights into client satisfaction and operational efficiencies.
• Prepare reports for internal stakeholders that highlight trends, performance benchmarks, and areas for improvement.
• Engage actively in strategic initiatives and cross-company projects that influence the firm's service offerings and client satisfaction.
• Escalate critical matters to leadership when required.
• Provide responsive and insightful support to clients via telephone and electronic communications.
• Address and resolve client issues efficiently, maintaining high standards of professionalism.
• Work closely with team members and other departments to ensure timely and accurate resolution of processing-related challenges.
• Share insights and strategies that can enhance overall team performance and client service.

Requirements

• Bachelor’s Degree in Finance, Business Administration, or a related field.
• 1 year of experience in the financial services industry, particularly in a client-facing role.
• Current possession of a FINRA Series 7 license or ability to obtain a FINRA Series 7 within 120 days of hire date.
• Strong understanding of financial markets and products.
• Excellent analytical skills.
• Demonstrated ability to manage complex client relationships.
• Exceptional ability to develop relationships and communicate effectively with clients and colleagues of all levels.
• Proactive in identifying issues and generating innovative solutions to enhance client satisfaction and operational efficiency.
• Capable of performing well in high-pressure situations, maintaining composure and client focus.
• Highly organized with an aptitude for managing multiple priorities simultaneously and meeting tight deadlines.
• Competent with Microsoft Office applications, especially Word, Excel, and Outlook.
• Able to adapt to new software and systems quickly.
• Experience with AI is preferred.

Skills

• Financial markets and products
• Analytical skills
• Client relationship management
• Interpersonal skills
• Communication
• Problem-solving
• Stress management
• Organizational skills
• Microsoft Office Suite (Word, Excel, Outlook)
• Adaptability to new software
• AI (preferred)

Location

• Austin
• Dallas
• Chicago
• New York
• Portland
• Belfast
• Manila

Work Type

• Hybrid

Experience Level

• Mid-Senior

Education Level

• Bachelor's Degree

Benefits

• Healthcare benefits (medical, dental and vision, EAP)
• Competitive PTO
• 401k match
• Parental leave
• HSA contribution match
• Paid subscription to the Calm app
• Generous external learning and tuition reimbursement benefits

About the Company

• Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all.
• Apex's robust suite of fintech software enables it to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers.
• Apex is changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy.
• Apex is digitizing and democratizing systems so that everyone has an opportunity to invest.
• Apex is a global team with a clear vision: to be the trusted technology that powers the digital economy.
• Apex has offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila, employing over 1,000 people.
• Apex is recognized for its innovative work, purpose-driven nature, and collaborative culture.
• Awards include: Best Places to Work (2026, 2025, 2024, 2023), WealthTech of the Year (2025), and The World’s Top 250 Fintech Companies (2024).

Equal Opportunity

• Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic.
• Hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
• Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities.
• The company is dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities.
• Requests for reasonable accommodations to participate in the application or interview process should be submitted via the Candidate Accommodation Requests Form.