AdvicePay’s mission is to expand the reach of personal financial planning advice to more consumers. Historically, financial planning advice was only available to the affluent, who could afford to pay a financial advisor’s fees directly from their investment assets. AdvicePay enables financial advisors to shift their focus towards giving advice to people still building wealth, instead of only those who already have it, with the first technology solution for financial planners to get paid in a compliant way on a subscription or one-time basis via ACH or credit cards.

Our sister company, XY Planning Network, was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc.magazine! And since we work in the same office and have the same awesome benefits, we’ll say “we basically won too.”

We are headquartered in Bozeman, Montana. To be your best self at work, we believe you need to be your best self at home. We encourage our team members to take advantage of all of the fun Bozeman has to offer. Our company values our personal lives because we recognize that healthy and happy people make the best team members!

And we want our customers to be happy, too! We’re looking for a Happiness Hero to help make each customer’s user experience brighter.

We are a small team, and we work both independently and as a team. You’ll have a lot of autonomy, while also having the opportunity to work with other team members, share ideas, and grow together.

About the Platform

Users of AdvicePay are financial planners who use our platform to get paid by their clients for fee-for-service financial planning.

About the Position

Our Happiness Hero is the primary point-of-contact for our amazing users and their clients. This is a full-time position for a conscientious and kind individual with a passion for summoning smiles and delivering smart, thoughtful service. You'll delight our users with prompt, thorough, and heart-warming support they can't help but tell their peers about!

Your primary responsibilities will include answering product and billing-related questions, tracking feature requests and following up with users once they’re released, investigating and reporting bugs, and rocking out resources for our customers.

What You’ll Be Doing

Becoming an AdvicePay extraordinaire. You’ll know the app so well, you may even have dreams about it! Swiftly replying to customer emails with generous, authentic responses via our help desk software (Help Scout), as well as placing the occasional phone call to users who need a little extra human touch Investigating and resolving both basic and complex support issues in a simple, straightforward way Troubleshooting and clearly reporting bugs to developers Tracking and helping the Happiness Hero Manager prioritize our customer’s feature requests. AdvicePay is built for them after all! Contributing to the regular writing and refining of our knowledge base so customers can successfully “self-help” whenever possible Recording brief tutorial videos for customer emails, our knowledge base, and the website Assisting with customer billing management, as well as onboarding and offboarding Maintaining internal metrics and running user/billing reports Working with the Happiness Hero Manager to summarize support questions, complaints, compliments, and metrics for team meetings Spreading the love to teammates by faithfully documenting troubleshooting steps + work processes so we can learn from -- and follow! -- them Conquering other support or company-related projects and tasks as needed Requirements What You’ll Bring to The Table

2+ years of experience working with customers, either face-to-face or online Your humble, friendly self -- with a smile so big they can feel it through your emails! A bottomless well of patience and empathy (but not a doormat) Superpowers in communicating with positivity and precision via the written word; you chase after clarity and typos just might be one of your biggest personal pet peeves Skill in anticipating possible next questions that people have, so that our hard-working customers can get on with their day instead of spending time writing us follow up emails A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks! Detective-level reading, analyzing, and sleuthing skills -- so that customer issues are understood, diagnosed, and answered correctly the first time Experience going “above and beyond” and thinking one step ahead in order to thrill customers both in small and mighty ways Strong tech-savvy and the ability and desire to pick up new technology quickly and know our features thoroughly Familiarity in self-organizing your days and independently managing projects with limited strategic direction, while also working cooperatively within a larger team A dependable, harmonious work ethic. You show up ready to knock out great work, and you’re keen to make sure you’re contributing to your teammates’ efficiency + enjoyment at work, too. High sense of personal responsibility + integrity Proactive initiative and thoughtfully-considered ideas to help our Support team provide A+ service!

What Will Make Us Drool

Experience providing customer service in a startup environment, especially over email Exposure to the world of financial planning, accounting, payment processing, SaaS, or FinTech Education or experience in writing, communications, journalism, or a related field

Compensation & Benefits

Salary: $45,900 Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year) 10 paid holidays when the office is closed 401(k) with match; you put in 6% and we put in 4.5% Health benefits package MacBook Pro provided Please see our Dream Team Handbook for more info about the benefits and perks we offer! Relocation package available to those moving to Bozeman, MT