About the RoleInvestor Services owns the servicing relationship with every investor on the platform, from onboarding through ongoing support. The team provides live, multi-channel support (phone, chat, and email) spanning day-to-day account and technical support, portfolio and investment servicing, and licensed broker-dealer functions.
The Director, Investor Services sits within Marketing and oversees the Investor Services team, managing 5-10 direct reports within it. This role sets service standards, resolves escalations, and represents the investor perspective across cross-functional projects, spanning day-to-day support through licensed broker-dealer operations.
Key ResponsibilitiesService Delivery & Operations
- Supervise day-to-day servicing across all channels and maintain reporting on volume, responsiveness, AI-assisted resolution, and CSAT/CX.
- Partner with Business Operations to manage the servicing tech stack (Intercom, Salesforce, Calendly).
Broker-Dealer & Compliance Operations
- Oversee day-to-day broker-dealer activities, including onboarding, accreditation, and recommendations, refreshing supervisory processes with Compliance and Business Operations.
- Coordinate with Legal and Compliance on investor-facing communications and respond to sales and business development compliance questions.
Escalations & Client Advocacy
- Own escalation and complaint resolution, routing to Legal or Compliance when warranted.
- Resolve investor account discrepancies with third-party administrators and transfer agents, and oversee CRM and investor data integrity.
- Represent the client voice on cross-organizational projects.
People Leadership & Development
- Lead and develop the Investor Services team, setting annual goals and managing growth plans through quarterly reviews.
- Run monthly team reviews and produce the monthly Investor Services reporting deck for leadership.
Strategy & Cross-Functional Leadership
- Integrate Investor Services into the broader customer lifecycle, aligning servicing touchpoints with onboarding, retention, and engagement strategy.
- Collaborate with Compliance, Legal, Engineering, and Business Operations on investor-facing initiatives.
- Build measurement frameworks connecting marketing, acquisition, CRM, and servicing activity to revenue outcomes, using tools like Salesforce and Looker.
- Own vendor relationships for servicing platforms and lead design of the investor benefits and support coverage model.
- Stay current on the private markets landscape and translate trends into servicing and sales strategy.
Qualifications- 10+ years in investor services, client operations, wealth or asset management, alternative investments, or fintech, including 3+ years leading teams.
- Experience operating in a regulated broker-dealer environment, including supervisory review and accreditation/suitability processes.
- Hands-on ownership of servicing/CRM platforms (Intercom, Salesforce, Calendly or equivalents), including reporting design and system administration.
- Strong analytical skills, comfortable building models and working with CRM/BI data.
- Demonstrated judgment on escalations, knowing what to resolve, delegate, or route to Legal/Compliance, and how to tailor communication by audience.
- Strong cross-functional influence, with a track record representing the client voice in company-wide projects.
- Series 24 required. Candidates holding Series 7 may be hired with a requirement to obtain Series 24 within 45 days.
What'sin it for you Competitive compensation package, including equity
Health, dental & vision coverage with FSA/HSA options
Unlimited PTO
401k match
Commuter benefit
Life insurance
Wellness stipend
This is a New York-based role. The base salary range for this position is USD 170,000 to 190,000 annually, depending on experience and qualifications. This role is eligible for a discretionary bonus and equity compensation as part of the total compensation package.
