Client Support Representative

Red Oak is the industry’s first and only compliance connectivity platform purpose-built for the financial services industry. We specialize in advertising review, registration and licensing management, employee supervision, and content distribution; helping Wealth Managers, Asset Managers, Broker-Dealers and Banks reduce risk, drive efficiency, and stay ahead of regulatory demands.

Founded in 2010 by compliance and technology veterans, our mission is simple: to reduce regulatory risk, make the complex simple, and deliver best-in-class support to our clients. Today, more than 2,300 firms trust Red Oak to help them navigate compliance with confidence.

Objectives:

As a Client Support Representative at Red Oak, you will be the frontline connection between our clients and our technology. You will play a critical role in ensuring client satisfaction by providing timely, accurate, and empathetic support. This role is ideal for someone who is passionate about helping others, thrives in a fast-paced SaaS environment, and is eager to grow their career in client success and support. You will work closely with internal teams to resolve issues, improve processes, and ensure our clients receive exceptional service.

Key Responsibilities:

• Respond to client inquiries via email, phone, or virtual meetings with professionalism, accuracy, and empathy.

• Troubleshoot and resolve product-related issues, escalating complex cases to the appropriate internal teams when necessary.

• Collaborate with Product Management and Client Success teams to ensure timely resolution of client issues and feedback loops.

• Assist with onboarding and training new users to ensure successful adoption of Red Oak’s platform.

• Identify recurring issues and contribute to the development of support documentation, FAQs, and knowledge base articles.

• Monitor support metrics and contribute to continuous improvement initiatives to enhance the client experience.

• Stay up to date on Red Oak’s product features, industry trends, and compliance requirements to better support client needs.

Skills/Qualifications:

Experience: 1–3 years in a client support or client-facing role, preferably in a SaaS or financial services technology environment. Hands-on experience with the 4U compliance connectivity platform is highly desirable.

Client Focus: Strong commitment to delivering exceptional customer service with a problem-solving mindset, including diagnosing platform issues and developing effective workarounds when applicable.

Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.

Technical Aptitude: Comfortable navigating SaaS platforms and support tools; experience with CRM systems (e.g., Salesforce) and ticketing platforms is a plus.

Team Collaboration: Ability to work cross-functionally and contribute to a collaborative, high-performance team environment.

Adaptability: Thrives in a fast-paced environment and is comfortable managing multiple priorities with attention to detail.

Work Structure:

This is a remote position with a preference for availability during standard Pacific Time Zone business hours.