ఉద్యోగ వివరణ

About Break Method

Break Method specializes in behavioral intelligence and brain pattern mapping, offering a unique system designed to identify and rewire subconscious self-sabotaging behaviors efficiently and predictably. Their proprietary Brain Pattern Mapping™ technology accurately forecasts behavioral patterns even before clients describe their experiences. This approach targets emotional loops that provoke conflict, chaos, and self-sabotage, emphasizing measurable change and lasting emotional balance rather than coping strategies or general advice. The method has applications across clinical, corporate, correctional, and educational sectors, aiming to prevent burnout, enhance communication, aid decision-making, and mend relationships. Additionally, Break Method provides training for clinicians and therapists and equips families and teens with practical tools for genuine behavioral transformation.

Role Overview

The company is launching a behavioral assessment platform tailored for financial advisors, in collaboration with a major financial advisory service, scheduled for August 28, 2026. This platform serves busy financial professionals requiring polished and responsive support.

The Founding Customer Support & Success Lead will establish and expand the customer support division from inception. Initially, the role entails direct, hands-on assistance through ticket handling, SMS communications, and scheduled calls during the pilot phase. As the function grows, the lead will recruit, train, and manage a team of roughly 5–10 support representatives, set recruitment and retention standards, and collaborate with tech teams to integrate AI-driven assistance along with human support processes.

Main Duties

Recruit, train, and manage a customer support team of 5–10 members, ensuring operational readiness.
Create and implement talent acquisition and retention benchmarks including compensation, performance evaluation, and promotion criteria.
Develop and document standard operating procedures (SOPs), workflows, quality controls, ticketing protocols, and escalation strategies.
Provide frontline support directly to financial advisors through various communication channels during initial launch phases.
Design and maintain support processes encompassing scheduling, SMS communication, and issue escalation to product and engineering teams.
Collaborate with technical teams to build, test, and expand AI assistant capabilities derived from real customer interaction data.
Integrate AI assistance with human support to optimize workflows and service quality.
Set and uphold clear, professional, and jargon-free communication standards tailored for financial advisors.
Monitor key performance indicators including ticket volume, case resolution times, escalation frequencies, and user satisfaction metrics.
Advocate for customer needs by channeling feedback and product challenges to relevant internal teams.

Candidate Profile

Minimum 5 years in customer support or success roles.
Experience in leading, mentoring, or structuring teams, especially groups of 10–20 members.
Background in consumer-facing customer service environments such as financial services, wealth management, healthcare, or legal sectors.
Proven track record of recruiting, training, and operationalizing customer-facing teams.
Comfortable with hands-on process building and direct customer engagement.
Excellent written and verbal communication skills.
Adept at collaborating with product, engineering, and tech teams.
Interest in leveraging AI to enhance customer support while preserving quality human interaction.
Familiarity with contemporary support, ticketing, and communication tools.
US continental residency with availability during core hours (7am to 7pm PT).

Preferred Qualifications

Experience designing frameworks for compensation, performance, promotion, and retention in support teams.
Background in wealth management, RIA/broker-dealer client service, banking, or fintech.
Experience launching support for MVPs or early-stage SaaS products.
Familiarity with implementing AI-enhanced customer support workflows.
Knowledge of SMS-based support, scheduling applications, and cross-functional project or engineering workflows.

Compensation and Logistics

Annual base salary ranges from $80,000 to $100,000, dependent on experience.
Employment is on a contract-to-hire basis.
Fully remote position, restricted to US-based candidates.
Preferred start date is immediate or no later than August 3, 2026.

Founding Customer Support & Success Lead