Senior Customer Support Specialist

WHO WE ARE

Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify automate and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash Betterment SoFi Webull and eToro amongst many others; collectively Apex powers access to the stock market for over 22 million end customers.

At Apex we are changing how the securities industry operates by reinventing the status quo which was manual slow and accessible only by the ultra-wealthy. Were digitizing and democratizing systems so that everyone has an opportunity to invest.

When youre at Apex you drive this change. Youre part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin Dallas Chicago New York Portland Belfast and Manila are home to over 1000 employees.

Together were shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. grit results empathy accountability and teamwork with Apex.

Were proud to be recognized for the innovative work we do the purpose-driven nature of our work and the collaborative culture weve created. Here are just a few of the many awards weve recently received:

Best Places to Work

- Presented by BuiltIn

WealthTech of the Year

2025- Presented by US FinTech Awards

The Worlds Top 250 Fintech Companies

2024- Presented by CNBC

ABOUT THIS ROLE

The Senior Customer Support Specialist plays an essential role in ensuring the efficient delivery of services and operational processes to internal and external stakeholders. This position focuses on maintaining day-to-day processing requirements to ensure operational continuity. The individual will analyze workflows identify inefficiencies and implement process improvements all while supporting business goals and enhancing the overall customer experience. By bridging operational insights with actionable solutions this role directly contributes to the organizations success.

Key Responsibilities:

• Day-to-Day Processing and Operational Support: Challenge and improve existing processes and systems to enhance service delivery reduce inefficiencies and automate manual procedures.
• Data Analysis and Reporting: Collect analyze and interpret operational data to generate insights into client satisfaction and operational efficiencies. Prepare reports for internal stakeholders that highlight trends performance benchmarks and areas for improvement.

• Strategic Contributions: Engage actively in strategic initiatives and cross-company projects that influence the firms service offerings and client satisfaction. Escalate critical matters to leadership when required.

• Communication and Support: Provide responsive and insightful support to clients via telephone and electronic communications. Address and resolve client issues efficiently maintaining high standards of professionalism.

• Team Collaboration: Work closely with team members and other departments to ensure timely and accurate resolution of processing-related challenges. Share insights and strategies that can enhance overall team performance and client service.

Education and Experience:

• Bachelors Degree in Finance Business Administration or a related field.

• 1 year of experience in the financial services industry particularly in a client-facing role.

Preferred Qualifications:

• Licensing: Current possession of a FINRA Series 7 license or ability to obtain a FINRA Series 7 within 120 days of hire date.

• Skills and Expertise: Strong understanding of financial markets and products excellent analytical skills and demonstrated ability to manage complex client relationships

Knowledge Skills and Abilities:

• Interpersonal Skills: Exceptional ability to develop relationships and communicate effectively with clients and colleagues of all levels.

• Problem-Solving: Proactive in identifying issues and generating innovative solutions to enhance client satisfaction and operational efficiency.

• Stress Management: Capable of performing well in high-pressure situations maintaining composure and client focus.

• Organizational Skills: Highly organized with an aptitude for managing multiple priorities simultaneously and meeting tight deadlines.

• Technology Proficiency: Competent with Microsoft Office applications especially Word Excel and Outlook and able to adapt to new software and systems quickly. Experience with AI is preferred.

#customer service #mid-senior #full-time #LI-MJ1 #APEX

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Our Rewards

We offer a robust package of employee perks and benefits including healthcare benefits (medical dental and vision EAP) competitive PTO 401k match parental leave and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race color religion sex (including pregnancy sexual orientation and gender identity) national origin age disability veteran status marital status or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.