When an advisor hits something our AI can't answer- building out a team, doing something specific with a portfolio, figuring out a workflow inside the platform you're who they reach. Not a ticket in a queue. A person on the phone or in their inbox who gets them unstuck.
The bet you're joining
Our AI handles the questions it can. Everything past that edge is where advisors decide whether this platform is worth the switch. That edge is the job, and it's the first impression most advisors will ever have of Sherpas' support.
What you'll own
• Frontline resolution. You're the first point of contact when an advisor's question goes beyond what the platform or the AI can resolve on its own.
• Guided support. You walk advisors through onboarding and day-to-day platform questions: building teams, working with portfolios, using features they haven't touched before.
• Knowing when to escalate. You know what you can solve and what needs to go up, and you send it to the CSM Lead cleanly, with context, not just a forwarded email.
• Real conversations, not just tickets. Phone and email are both live channels. You use whichever gets the advisor unstuck faster.
Working inside an AI-driven system
A lot of what happens before an advisor ever reaches you is already automated: follow-up emails, drop-off recovery, nurture sequences. You're not the one building that system, but you work inside it every day, and you need to understand it.
• You know the line. You know what's AI-driven and what you're doing, so you're not duplicating an automated follow-up, and you catch it when the system has routed something to you that a human genuinely needs to handle.
• You're the human layer, not a forwarding service. When a deeper planning question comes into that the automation couldn't resolve, you're the one who actually engages with it — not just a pass-through to someone else.
What we're looking for
Must have
• You're already AI-enabled, not learning it here. You've worked somewhere that used AI operationally in support or success, automated follow-up, AI-assisted triage, that kind of thing, and you're comfortable working alongside systems like that. Personally, chatting with ChatGPT doesn't count on its own.
• You know the wealth management space. You know the RIA, IBD, or bank/trust channels. This is wealthtech, not fintech broadly, and the difference matters to us.
• You know the advisor's world. You have real working familiarity with an advisor's day-to-day — financial planning, investment proposals, and the workflows they run through the platform — not just the software layer.
• Comfortable picking up the phone as readily as writing an email this isn't a chat-only or ticket-only role.
• Patient, clear communicator who can explain a workflow to someone who's never seen it before.
• Based in the US.
Strong plus
• Prior customer success or support experience specifically with financial advisors or an advisor-facing platform — not success in an adjacent vertical, like payments or back-office ops, that happens to touch finance.
You do not need
• A CFP or formal planning credential to prove it, but you do need enough planning fluency to handle most advisor questions yourself. Anything that goes deeper than that routes to the CSM Lead.
• Prior people-management or CS leadership experience. This is a “doing” role.
What success looks like
• Advisors get a real answer the first time they reach out, by phone or email.
• You know quickly what's yours to solve and what isn't and escalations arrive at the CSM Lead with the context they need.
• Advisors trust that reaching out to Sherpas gets them unstuck, not stuck in a queue.
How we hire
• A conversation about how you've supported customers or advisors before, and how you think about a tricky question.
• A working session: we walk through a real advisor question and see how you'd handle it live.
• A conversation on how you’re using AI in your current job or previously in a success role.