Senior Customer Support, Client Operations Specialist

Overview

Koyfin is a fast growing fintech company building a powerful, intuitive analytics platform used by financial advisors and individual investors to research ideas, manage portfolios, and grow their businesses. We believe every investor deserves world-class research tools without the complexity or price tag of legacy platforms.

Our impact so far:
🚀 One of the fastest-growing platforms for financial advisors, driven by product-led growth
🥇 Recognized by users as a top-rated investment solution on G2
🏆 Rated as the top research platform for user satisfaction in the Kitces survey, the largest survey in the advisor industry
 

About the Role

Koyfin has achieved strong product market fit and profitable growth. The next phase is about deepening our relationships with financial advisors and wealth management professionals — and delivering a support experience that matches the quality of our product.

As a Client Operation Specialist, you will be the first point of contact for our users, helping them get the most out of the Koyfin platform. This role sits at the intersection of support, customer success, and product feedback - you will resolve issues, guide clients through complex workflows, drive product adoption, and surface insights that directly shape how we improve.

This is a role for someone who is empathetic, proactive, and takes genuine ownership of the user experience - not just closing tickets, but making sure customers succeed.
 

What You’ll Be Doing:

Customer Support

• Provide empathetic, timely support across email, help center, video, and calls  resolving issues with care and professionalism
• Report bugs, and partner with Product and Engineering to drive resolutions, Troubleshoot issues
• Share customer insights and recurring feedback with the team to continuously improve the user experience
• Identify patterns in support requests and proactively suggest process or product improvements
• Propose and implement AI tools to automate and scale customer support, Update AI Chatbot
• Take on ad hoc tasks related to customer success, client relationships, and broader company growth as needed

Customer Success

• Help with the onboarding experience for new users and advisor clients, ensuring they reach value quickly and confidently
• Proactively check in with key accounts to understand how they're using the platform and where they may be stuck
• Drive product adoption by educating users on features and workflows relevant to their specific use case
• Gather and document customer feedback, use cases, and success stories to inform product direction

Sales Operations

• Manage subscriptions, upgrades, renewals, and account transfers in collaboration with Sales
• Prepare and send invoices, follow up on payments, and handle contracts for enterprise accounts
• Schedule and lead product demos and training sessions for clients

What We’re Looking For

You are a support professional who takes ownership, communicates clearly, and genuinely cares about the user experience.

• 3+ years of customer support or customer success experience at a SaaS or tech product company
• Hands-on experience with CS tools
• Proven ability to collaborate across teams - QA, Sales, and Engineering
• Fluent English communication, written and verbal
• Strong product mindset - you understand what you're supporting and can explain it clearly
• Exceptional prioritization and organizational skills with a strong eye for detail
• Proactive about identifying issues and opportunities before they escalate
• Honest, direct, and collaborative 
• Fast learner who picks up new tools, workflows, and domain knowledge quickly
• Alignment with our values: Customer First, Humility and Respect, Teamwork, Continuous Improvement, and GSD
   

Nice to Have

• Familiarity with financial data platforms or fintech products (Koyfin, Bloomberg, Refinitiv, FactSet, or similar)
• Experience leveraging AI tools to automate and scale customer support workflows
   

Working Hours

• Available to work 9 AM – 6 PM EST to support customers and collaborate with global teams