Product Support Specialist

About the role

You will serve as the primary client advocate within our support organization, owning the end-to-end resolution of complex inquiries. This role requires you to act as a technical consultant who diagnoses issues and guides users toward confident adoption of the platform. You will synthesize information from diverse internal systems to craft coherent narratives for each client interaction. Your work will directly influence product improvements by channeling user feedback into actionable product strategies. You will mentor peers and elevate the standard of client communication across the support team. This position demands intellectual curiosity and the stamina to manage detailed investigations. You will play a central role in ensuring that our clients view Arch as a true extension of their investment operations team.

Key facts

What you'll do

Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.

Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.

Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.

Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.

Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.

Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.

Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.

Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

Conduct regular reviews of support metrics and trends to identify patterns that indicate broader product or documentation gaps.

Develop and maintain standardized response templates and knowledge base articles to improve consistency and efficiency in client communications.

Collaborate with the Product team to test new features and provide feedback based on simulated use cases and real client scenarios.

Coordinate with the Operations team to manage documentation lifecycles and ensure all process updates are reflected in training resources.

Act as a subject matter expert on Arch's platform capabilities, limitations, and workflows to answer detailed product questions with accuracy.

Partner with cross-functional stakeholders to align on solutions that balance client needs with product roadmap priorities.

Take initiative in driving process improvements within the support workflow to reduce resolution time and increase first-contact resolution.

Requirements

Have 2-5 years of experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.

Have demonstrated experience in a senior support or team lead capacity, and are ready to take on greater ownership beyond your individual workload.

Have a product-first mentality and are excited to become a product expert.

Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.

Are an excellent communicator - both written and verbally - with the ability to explain complex topics in a clear and approachable way.

Feel a strong sense of pride and ownership in your work and always follow through to deliver results.

Thrive in a stimulating and fast-paced environment.

Want to learn more about financial technology, investing, and alternative assets (previous exposure to private investments is a plus but not required).

Are comfortable working onsite in our New York City office on a full-time basis.

Are able to commit to the role for the long term and integrate deeply with the team.

Possess strong analytical and critical thinking skills to dissect complex problems.

Have experience working with financial data, spreadsheets, or enterprise software platforms.

Demonstrate adaptability and a willingness to learn new tools and technologies quickly.

Have a history of collaborating effectively within remote and hybrid team structures.

Practical notes

• Strong Team
• You'll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact
• Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the direction of our product and operations.
• Mentorship
• You'll work with a team that is deeply committed to your career growth and professional development.
• Benefits
• You'll receive a competitive total compensation package and equity.
• Environment
• You'll join a growing, high-energy team in a fast-paced startup environment.
• Location
• This role is based onsite in our New York City office.

Application Process

If you are excited about this opportunity, please apply through our careers page on the Arch website. We look forward to reviewing your application.

Arch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.