Customer Support Manager

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

As AdvicePay’s Customer Support Manager, you’ll lead and grow our Customer Support team, guiding them to deliver exceptional experiences across our AdvicePay and AdvisorBOB products. You’re equal parts people manager, support strategist, and hands-on team player, and you thrive in that blend.

In this role, you’ll build a high-performing support function, ensuring customers get the help they need efficiently while feeling valued and supported. You’ll use data and insights to improve processes, coach your team, and shape the way support is delivered, while actively participating in launches and product initiatives.

If you love leading teams, solving complex support challenges, and creating systems that make customers’ lives easier, this role is for you. You’ll play a critical role in shaping the customer experience, developing your team, and helping AdvicePay and AdvisorBOB customers succeed every day.

What You’ll Be Doing

People Management

• Lead, Manage, and hold team members Accountable (LMA) to clear expectations, using EOS tools (L10 meetings, scorecards, quarterly conversations, etc.) to support clarity, alignment, and performance.

• Champion a culture of continuous learning, providing regular coaching, feedback, and development opportunities tailored to each team member's goals and strengths.

• Manage the full team member lifecycle: hiring, onboarding, performance management, coaching and correction, and career development.

• Conduct regular 1:1s and quarterly conversations consistent with AP’s people processes and standards.

• Actively participate in Quarterly Planning activities, helping drive department-level strategy and ensuring company goals and initiatives are clearly and consistently communicated across your team.

• Demonstrate a strong, authentic commitment to diversity, equity, inclusion, and belonging - in leadership behaviors, hiring practices, and team culture.

• Develop and maintain department-level scorecards and key performance metrics to guide team performance and accountability.

Customer Support Strategy and Planning

• Lead and uphold AdvicePay’s customer support philosophy, delivering high-quality, primarily email-based support through established tools and workflows while modeling best practices for the team.

• Manage resources and tools to execute Customer Support’s annual and quarterly departmental plans.

• Build out a Support function for our AdvisorBOB product, complete with standard operating procedures to effectively scale support services for customers using AdvisorBOB’s product. 

• Manage support training and quality programs, including training materials, establishing timelines for completion, and defining milestones to track progress.

• Use data and key performance metrics to assess individual and team capacity and make informed recommendations on team structure and staffing needs. 

• Manage the strategy and structure for knowledge base architecture, resources, and other self service resources for AdvicePay and AdvisorBOB products.

• Use research, data, and key measurables to optimize knowledge base strategy, resources, and delivery across AP’s product lines.

• Research and recommend tools, Customer Support processes, and best practices to maximize CSR efficiency, organizational reporting, and customer experience.

Customer Support

• Ensure staffing, processes, and workflows are in place to consistently meet SLAs, response time goals, and targeted performance and high quality Customer Support standards.

• Serve as an escalation point for customer issues, skillfully and effectively answering questions and solving problems.

• Responsible for managing and optimizing AdvicePay’s knowledge base and self-serve resources; contributing to the regular writing of materials, ensuring they are up-to-date and accurate.

• Serve as Stripe Support subject matter expert, staying up-to-date on Stripe-specific processes including, but not limited to: refunds, disputes, 1099-k process, verification requirements.

• Stay up-to-date with Customer Support best practices, continually moving the department and practices forward to provide best-in-class customer experiences.

• Provide support desk coverage as needed during staffing shortages and/or busy periods.

• Serve as AdvicePay’s initial point of contact for vetting fraud account signups; responsible for outreach, rejection, and/or approval.

• Other duties as assigned

Measurables:

• Replies to resolve

• First response time

• One touch ticket resolution

• Knowledge Base Efficacy 

• Team Scorecard Performance

The Deets

• Start Date: ASAP

• Status: Exempt, Full-time (40-45 hours/week)

• Location: Bozeman, MT

• Department: Customer Success

• Reports to: Head of Customer Success

Compensation & Benefits

• Salary: $92,846/year - $106,466/year (please note this salary is inclusive of total earnings for this role. We do not have a commission or bonus structure at AdvicePay)

• Flexible paid time off days to maintain work-life harmony (we encourage and support that you take at least 3 weeks off per year!)

• 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 $450/month for an individual, $1000/month for families

• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options

• Employer-paid life insurance

• Employer-paid long-term disability coverage

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

• $250/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

• $2,000/year in Professional Development funds

• A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years

• 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!

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

• 3+ years of experience leading and managing a high-volume customer support or customer success team, preferably in a SaaS environment (required).

• Experience building and scaling support functions, including developing standard operating procedures and knowledge base structures.

• Proficiency with customer support, CRM, and documentation tools (e.g., HelpScout, Zendesk, HubSpot, Notion), with the ability to quickly learn new systems (required).

• Strong ability to de-escalate complex customer situations and serve as a hands-on “player-coach” during high-pressure periods.

• Demonstrated analytical skills, with the ability to translate support data into actionable insights.

• Excellent written and verbal communication skills in a primarily email-based support environment.

• Strong attention to detail and follow-through, ensuring consistent quality across team workflows.

• Proactive and resourceful, able to anticipate needs and take initiative within established processes.

• Ability to collaborate effectively with cross-functional partners while managing competing priorities.

• High level of professionalism, discretion, and integrity when handling sensitive information.

• Thoughtful, people-focused leadership style with a commitment to developing team members and fostering an inclusive team culture.

• High sense of personal responsibility and integrity (required).

• An understanding of and strong alignment with our core values (required).

• Legally authorized to live and work in the United States (required).

What Will Make You Stand Out From the Crowd

• A demonstrated "Support Strategist" Mindset - you don't just clear the queue; you look for the "Why" behind the tickets and proactively propose product changes to eliminate friction before it starts.

• Experience in fintech or financial services, with an understanding of the fee-for-service model and the unique regulatory/compliance challenges faced by financial advisors.

• Knowledge of Stripe or similar payment processors, including deep familiarity with disputes, 1099-K reporting, and verification workflows.

• Experience implementing automation workflows that improve efficiency without sacrificing the "warm, friendly, intelligent" service AdvicePay is known for.

• Strong technical and customer-facing documentation skills, with the ability to produce clear, engaging internal and external resources.

• Experience in identifying sophisticated fraud patterns and mitigating fraud risks in digital payments/SaaS signups.

Application

• In lieu of a cover letter, please respond to the following prompt in 2–3 paragraphs:

  The Customer Support Manager role at AdvicePay involves building out support functions for new products (like AdvisorBOB) while developing a team of diverse individuals. Using a specific example from a role reflected on your resume, please provide a 2–3 paragraph example of a time you led a team through a period of significant change or growth.

  Specifically, explain how you balanced the 'strategic' need for new SOPs and metrics with the 'human' need to support and develop your team members. How did you ensure your team felt heard and empowered during this transition, and what was the ultimate impact on the customer experience?

• Resume (to be uploaded)

Note on AI use: While AI is a useful tool for refining your work, please ensure this response is primarily in your own words and reflects specifics from your own experience. We're interested in seeing your unique communication style and personality shine through.

Applications will be reviewed as they are received. Please note that we review every application individually, and because our team is small, we’ll be closing this posting once we’ve received a manageable number of applicants (around 50 - 75). If you’re interested in this role, we encourage you to apply sooner rather than later - we don’t want you to miss the window!

Process

1. Initial phone screen answering a few short questions about AdvicePay and the position

2. First-round interview with the hiring manager

3. Work sample

4. Final round, including:

   • Company Core Values interview

   • An informal coffee chat to get to meet some current AP team members

   • Final interview

   • Final wrap interview with the hiring manager

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/Spam 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.