Client Support Team Lead

Title: Client Support Team Lead
Location: Hybrid (NYC)

About Us

Wealth.com is the industry’s leading advanced planning platform. Trusted by many of the largest names in global finance, Wealth.com combines proprietary AI with deep technical expertise to serve the needs of clients across the wealth spectrum. The company has been widely recognized for innovation and leadership, winning Top Estate Planning Technology and Top Estate Planning Implementation at the 2025 WealthManagement.com Industry Awards, being named the 2024 Best Technology Provider in the Trust category, and earning #1 in estate planning market share in the 2025 Kitces AdvisorTech Study.

Our team is fundamental to our standing as the leading wealth planning platform. We cultivate a collaborative and supportive environment, fostering innovation and making Wealth.com a truly enjoyable workplace. Wealth.com is proud to be certified as a Great Place to Work for 2025.

The Opportunity

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.

Key Responsibilities

• 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,

Qualifications

• 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

Compensation & Level
Salary: $90,000 - $120,000

Competitive base salary, performance-based incentives, and meaningful equity participation.

Why Join Wealth.com

This is a rare opportunity to step into a high-visibility leadership role at the #1 estate planning platform in the country — backed by GV (Google Ventures), Citi Ventures, and Charles Schwab — at exactly the moment when the support function needs to grow up. You will have real ownership, a direct line to leadership, and the resources to build something that scales. If you are someone who wants to architect a support organization from the ground up rather than inherit someone else's playbook, this is the role.

Benefits & Perks

• Competitive salary.

• Hybrid work arrangement for theNew York area; otherwise, fully remote. We also meet together in person several times a year.

• Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.

• 100% company-paid basic life insurance, short-term and long-term disability insurance.

• 100% paid parental leave upon eligibility.

• Company equity managed through Carta.

• 401k with match and 100% vesting upon hire.

• Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.

• Take time off for holidays—and yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.

• Free estate planning for life!

Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.