Customer Support Intern

Job description

About Us

AdvicePay is a billing and payment workflow platform that enables financial services firms and their advisors to shift their focus toward giving advice to people still building wealth, instead of only those who already have it. Historically, financial planning advice was only available to the affluent, who could afford to pay a financial advisor’s fees directly from their portfolios. We set out to change that, as we believe personal financial planning advice should be available to all. In doing so, we’ve become the very first and only technology solution created specifically for fee-for-service financial planning.

We are headquartered in Bozeman, Montana and we are incredibly proud to be listed on the 2022 Inc. 5000 list of America's Fastest-Growing Private Companies (and #1 in Montana!) 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. Additionally, our sister company, XY Planning Network, was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc. magazine and by the 2019 InvestmentNews Excellence in Diversity & Inclusion Awards. And since we work in the same office and have many of the same benefits and awesome core values, we like to say “we basically won too!”

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 Platform

AdvicePay is the industry-leading billing and payment workflow solution created specifically for fee-for-service financial planning. Financial services firms and their advisors benefit from efficient workflows designed exclusively to support their fee-for-service financial planning revenue, including up-to-date compliance and data security management, all in one unified platform.
All of the core functions available within the AdvicePay platform — invoicing, document eSignatures, approvals, and deliverables — can be bundled together in fully customizable and automated sequences that make providing and overseeing fee-for-service financial planning both fast and compliant.

The innovation that AdvicePay has created - facilitating the feasibility, at scale, of a new fee-for-service financial advisor business model is accelerating the entire industry’s ongoing transition from commissions to fees, and from Baby Boomers to serving Gen X and Gen Y clients, from individual RIAs to the country’s largest broker-dealers and their hybrid RIA platforms.

About the Position

As a Happiness Ally Intern on Team AdvicePay (within the Customer Success department), you’ll learn what it takes to provide a seriously stellar customer experience in the Software as a Service (SaaS) industry as you tackle projects that challenge your mind and put your critical thinking skills to the test. You will learn from and build lasting connections with a variety of professionals, and have one heckuva time in the process.

What You’ll Do

  • Learn about AdvicePay, our customers, our product, and our industry! Become proficient in our customer service philosophy and workflows in order to best serve our team and customers.
  • Reply to emails promptly and cheerfully is a major part of customer experience at AdvicePay—and it’s pretty fun to boot! You’ll work directly with AdvicePay users to accurately answer their burning questions and help them successfully use the AdvicePay platform. You’ll test out functionality and troubleshoot potential bugs on your own, and learn how to report issues to our development team.
  • What’s the most rewarding part of rolling out new features or fixing pesky bugs? Breaking the happy news to our users! Each time a new enhancement or bug fix is released, you’ll help follow up personally with those users who requested the feature or were impacted by the bug, giving you the opportunity to hone delightful email-based support skills along the way.
  • No two days are exactly the same in Customer Support, so you’ll also lend a hand with other critical miscellaneous tasks, too—like documenting weekly/monthly data reports, helping gather evidence for payment disputes, identifying required updates to our Knowledge Base articles, and/or helping our Customer Support and Success team members with special projects as needed.

The Deets

Please note: this position is an internship so the successful candidate must be enrolled in college (Bachelor's degree or higher) by the time the internship starts

  • Start Date: May 31, 2023

  • Status: Full-time (30-40 hrs/week) through the summer, dropping to part-time (10-20 hrs/week) in the fall. Hourly, non-exempt

  • Duration: To ensure we get the most out of this opportunity for everyone involved, we are looking for an intern to stay with us for at least 9 months, and hopefully longer if it's a great fit!

  • Location: Bozeman, MT or Remote

  • Department: Customer Success

  • Reports to: Ashley Rumschlag, Customer Support Manager

  • Direct Reports: None

Compensation & Benefits

  • Wage: $21.84/hour

  • 11 paid holidays

  • $1800/year to cover the cost of working with a financial planner, plus up to $500 toward the one-time upfront fee

  • $250 donated to a non-profit organization of your choice when you volunteer 40 hours/year

  • $400/year in Professional Development funds

  • Company-owned MacBook Pro provided

  • Please see our Dream Team Handbook for more info about the benefits and perks we offer!


What You’ll Bring to The Table (If you think, “I only meet 80% of these qualifications”, still apply!)

  • Total ease with technology; not only can you learn new apps in the time it takes you to eat breakfast, but also your ability to troubleshoot and analyze in a systematic way when using tech is second-to-none

  • Superpowers in communicating with positivity and precision via the written word: you can explain instructions in a simple and clear way, “speak” with warmth and humility, and typos are definitely one of your biggest pet peeves

  • An almost annoying attentiveness to detail

  • A preference for processes and routine, but a cheerful ability to embrace the unexpected in your day

  • The ability to prioritize work, follow through on requests, take initiative, work both independently and collaboratively, and consistently meet deadlines

  • Pursuing a bachelor's degree in communications, journalism, computer science, accounting, finance, business, or other applicable field

  • Authorized to live and work in the United States

What Will Make Us Drool

While totally not necessary, props to folks who have one or more of the following:

  • 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


• Cover Letter

• Resume

• Applications will be reviewed as they are received


  • Initial screen via audio and/or video (your choice!) answering a few short questions about AdvicePay and the position

  • First-round interview

  • Work sample

Our typical hiring process takes 4-6 weeks from when we first post the job to when we extend a final offer.

After applying, please be on the lookout for an email from us confirming receipt of your application, as well as future correspondence (emails sometimes get caught in your Junk folder or a Promotions tab)

AdvicePay believes that our Team Members, and the individual identities and experiences of our Team Members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. AP is beyond proud to be an equal opportunity employer.