Job description

About Nitrogen

Nitrogen provides financial advisors with advanced AI-driven tools designed to highlight the value of their counsel and help them retain and attract clients confidently. Since the 2011 debut of Riskalyze, Nitrogen’s mission has focused on creating pivotal moments that transform clients’ uncertainty into confidence and fear into fearlessness.

Our integrated platform combines Risk Alignment, Investment Research, Income Planning, Tax Intelligence, and Legacy Planning, using intelligent AI paired with reliable analytics to simplify complex financial data into compelling visuals. This approach fosters transparent client discussions, stronger partnerships, and demonstrates an advisor's worth every time.

Trusted by tens of thousands of advisors, boasting an industry-leading Net Promoter Score of 71, and recognized as the first wealthtech company with ISO 42001 certification, Nitrogen leverages more than a decade of advisor data and manages over half a trillion dollars in assets. The company pioneered the Risk Number® based on a Nobel Prize-winning framework and champions fearless investing by empowering advisors.

Nitrogen values diversity and inclusion, encouraging individuals from underrepresented groups to apply. The company is committed to an equitable and thoughtful hiring process.

Role Overview

As a Customer Support Representative, you will be the face of Nitrogen, aiding customers by delivering prompt, polite, and effective support and fostering positive experiences.

Respond quickly with friendly and helpful communication to customer inquiries across live chat, email, and phone channels.
Ensure every interaction conveys positivity, helpfulness, and professionalism to drive customer satisfaction.
Resolve common issues and set expectations concerning product matters in a timely fashion.
Develop strategies to reduce the volume of support tickets.
Identify and escalate technical problems to internal teams, including QA and engineering, and contribute to bug reporting.
Relay customer feedback and ideas to the product team serving as the customer advocate.
Quickly triage inquiries to help increase renewal rates and reduce customer churn.
Identify growth opportunities and collaborate with sales and customer success teams to maximize net retention.
Contribute to improving customer-facing educational materials such as knowledge bases, online academies, and webinars.
Support training initiatives by mentoring new support staff through peer reviews and collaborative efforts.

Required Qualifications and Skills

Thrive in a fast-moving, energetic, and ever-evolving work environment.
Communicate fluently with core users including financial advisors, broker dealers, RIAs, custodians, asset managers, and compliance personnel.
Exhibit excellent verbal and written communication abilities with customers and partners.
Demonstrate empathetic listening and build rapport to truly understand customer needs.
Explain complex concepts in clear, concise, and approachable language both verbally and in writing.
Possess deep knowledge of the product and industry to teach updates and clarify complicated issues.
Have strong understanding of computer operations, browsers, and be capable of accurately documenting and recreating technical issues.
Show initiative by proactively engaging customers and team members to provide help.
Take ownership of resolving support issues by following up internally and externally to close conversations timely.
Manage multiple demands and prioritize between support tickets and scheduled tasks effectively.
Maintain a positive, resilient attitude focused on achieving results and delighting customers.
Be open to continuous feedback, adapt quickly, and pursue ongoing personal and professional growth.

Compensation

The salary range for this position is approximately $40,000 to $45,000 annually, plus a target bonus. Compensation may adjust based on experience.

Employee Benefits and Perks

4% company match on 401(k) contributions emphasizing investing in employees’ futures.
Access to professional financial planning advice free of charge.
Comprehensive medical, dental, and vision insurance plans available for employees and their families.
Options for Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA), tailored by selected medical plan.
Generous parental leave for birth or adoption to support family needs.
Discounted pet insurance as an additional benefit for employees' pets.
3 weeks of annual vacation and 1 week of sick leave to support work-life balance and wellbeing.
11 paid company holidays annually to ensure time off for rest and holidays.
Engaging remote and onsite team-building events to foster a strong, enthusiastic company culture.
Company-wide updates led by the CEO to maintain transparency and unified collaboration.
Commitment to employee development through leadership training, mentoring, and learning resources.

Customer Support Representative