About Titan
Titan is an award-winning, members-only wealth management firm reimagining how ambitious, high-earning professionals manage and experience their wealth. Headquartered in New York City and backed by some leading Silicon Valley firms – including a16z and General Catalyst. We're building the Wall Street firm of the future.
Vision
At Titan, we understand that money isn't just currency; it's the lifeblood of ambition and the fuel of innovation. We exist for those who push boundaries, redefine success, and drive society forward. While our members are center stage, reshaping industries and creating the future, we're their wealth team behind the scenes, obsessing over their financial wellbeing – so they don't have to.The end goal? Exceptional Wealth ManagementWe've created a comprehensive wealth system that combines:
Highly Engineered Investment Products
Financial Expertise
Exclusive Member Access
By combining comprehensive wealth management with unique member benefits, our members have described us as the Amex of Wealth Management.With a commitment to providing access to wealth management expertise and a lifestyle concierge service, our goal is to build the last wealth platform this generation will ever need.We're highly selective with who we choose to bring onto the team. If the above resonates with you, we'd love to meet.
Role Overview
As a CX Associate, you'll be one of the main points of contact for our 10,000s of investors during one of our busiest seasons - tax season. You’ll play a key role in the development of our best in class client interaction and customer service while providing exceptional email and chat support. You'll also work closely with our brokerage operations team (on issues including account onboarding, KYC/AML processes, etc.). This role is contracted for 3 months with the potential to come on full time pending business needs.
What You’ll Do:
Respond and resolve customer requests and questions via chat and email
Escalate customer issues and help develop best practices for efficient customer engagement
Assist with KYC/AML operations, account onboarding, and technical troubleshooting
Translate customer needs into recommendations for CX and engineering - this is an opportunity to directly influence the Titan roadmap
The schedule for this position is Monday-Thursday (27 hours)
Monday: 9am-5pm EST (7)
Tues-Fri: 10am-3pm EST (5)
Qualifications
2+ years of experience in a Customer Experience/Service role
Licensed (7 + 63) or experience at another financial firm is a plus, but not required
Demonstrated skill and ability to handle assorted customer questions and issues, including challenging matters, resourcefully and with completeness and empathy
Skilled at troubleshooting technical issues and determining the right questions to ask
Exceptional written and communication skills along with an acute attention to detail
Familiarity with Kustomer, Intercom, Zendesk or other Customer Support platforms
Compensation:
Anticipated annual salary range: $25-45 per hourAt Titan, we are committed to offering competitive compensation packages for our valued team members, matching our commitment to attract and retain a top talent pool that is aligned with our culture, mission, and values. This salary range represents Titan’s reasonable estimated possible compensation for this role at the time of this posting.The final salary for this position will be determined in sole discretion of Titan, depending on applicable laws, and based on a variety of factors, such as employee’s work experience, skills, qualifications for the role, and location, and may differ from the amounts listed above.
