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The Client Service Manager owns the performance, structure, and sustainability of the Client Service function across Sapphire and TAMP. This role is accountable for how service work flows through the team and how the team operates day to day. This is a hands-on leadership role. In addition to managing people and systems, the Client Service Manager will regularly provide frontline support and handle escalations.
Job Responsibility:
Service Intake, Prioritization, and Workflow Ownership
Advisor Support & Escalation Management
Team Leadership & Development
Performance Management & Continuous Improvement
Knowledge Management & Enablement
Capacity Planning & Hiring
Cross-Functional Collaboration
Requirements:
4+ years of experience in client service or operations, including 2+ years in financial services
Experience with Schwab
Orion experience strongly preferred
People management experience
Direct experience managing ticket intake, routing, or queue-based workflows
Strong written and verbal communication skills
Comfort operating as a player–manager in a fast-paced environment
Nice to have:
Series 65 or other industry exam
Experience in an RIA, TAMP, or outsourced back-office environment
Experience scaling or maturing a service function
Experience with other custodians like Fidelity or Altruist
What we offer:
100%- employer-funded Employee Stock Ownership Plan (ESOP)
Unlimited vacation days (minimum of 3 weeks per year)
9 paid flexible holidays
401(k) with match (6% employee, 4.5% employer)
12 weeks paid parental leave
Health insurance w/ employer contribution
Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
Pet insurance availability
Health Savings & Flex Spending Accounts
Employer-paid Life and AD&D insurance
Employer-paid Long Term Disability coverage
Up to $150/month for financial planner cost plus up to $500 upfront fee