Customer Support Representative

About Us Well-known financial advisors Michael Kitces and Alan Moore witnessed firsthand the growing demand for fee-for-service financial planning. This inspired them to create a solution that could streamline billing processes for advisors while ensuring regulatory compliance. Since its public launch in 2018, AdvicePay has become a cornerstone of the financial planning landscape, serving thousands of advisors and firms nationwide and earning recognition for its innovative approach. Today, AdvicePay continues to grow and adapt with new features and partnerships, enhancing the platform's capabilities. Driven by our belief in the fee-for-service model, our mission remains clear: to empower advisors and firms in offering fee-for-service financial planning. Our aim is to make getting paid for advice easy and scalable for everyone involved – from advisors to the home office, and clients. As the industry evolves, we're dedicated to staying ahead of the curve, ensuring that AdvicePay remains the trusted solution for financial professionals nationwide. We are headquartered in Bozeman, Montana and we are incredibly proud to be listed on the Inc. 5000 list of America's Fastest-Growing Private Companies for 3 years in a row, as well as being recognized as a 2022 WealthTech 100 company, which places us among the top 100 innovative FinTech providers in the world addressing opportunities faced by the wealth and asset management industries. You’ll love working here if you value - and want to contribute to - a positive, inclusive, innovative, and “Get Sh*t Done” culture where teammates help one another succeed and are committed to doing the right thing. If you're up for the challenge of disrupting an industry, join us. About the Position The Customer Support Representative (CSR) is the primary point-of-contact for our users and their clients. The CSR is responsible for answering product and billing-related questions, tracking feature requests and following up with users once they’re released, and investigating and reporting bugs. What You’ll Be Doing - Maintain a deep understanding of the AdvicePay application - Swiftly reply to customer emails with well-written, generous, authentic responses via our help desk software (Help Scout) - Investigate and resolve both basic and complex support issues in a simple, straightforward way - Troubleshoot and clearly report bugs to AdvicePay’s developers following established protocols - Track customer feature requests - Record brief tutorial videos to respond to customer emails when helpful - Summarize support questions, complaints, compliments, and metrics for the Customer Success team, as needed - Document troubleshooting steps and work processes - Other department or company-related projects and tasks as assigned Measurables for this Position - Average first reply time is under 30 minutes - Replies to resolve is under or equal to 2.2 - Handling time of a ticket in under 8.5 minutes The Deets - Start Date: October 2026 - Status: Non Exempt, Part-time (25 hours/week) - Location: Bozeman, MT - Department: Customer Success - Reports to: Customer Support Manager Compensation & Benefits - Salary: $21.84 /hour (please note that this wage is inclusive of all expected compensation. As with all roles at AdvicePay, we do not have a commission or bonus structure) - Accrued paid time off to use as you need it! - 11 paid holidays when the office is closed - 401(k) with match - you put in 6% and we put in 4.5% - 12 weeks of paid parental leave for the birth or adoption of a child - Health benefits package provided of up to $275/month for an individual, $630/month for families - Dental, Vision, Voluntary Life and AD&D, and Accident insurance options - Up to $1800/year to cover the cost of working with a financial planner, plus up to $500 toward the one-time upfront fee - $125/quarter to spend on yourself specific to our core value of “Be Well Being You” - $500 donated to a non-profit organization of your choice when you volunteer 40 hours/year - $1,000/year in Professional Development funds - Subsidized employer-sponsored childcare through our partner daycare program for Bozeman area Team Members - Pet insurance - Company-owned laptop provided Please see our Team Member Handbook to learn more about the benefits and perks we offer!