Product Support Specialist

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. 

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes. 

We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

As a Product Support Specialist, you will be a key liaison between our users and our product, playing a pivotal role in delivering a seamless and supportive client experience. You will respond to inbound inquiries, solve user issues, share product expertise, and collaborate cross-functionally to enhance the overall user experience.

This is a great opportunity for someone who is enthusiastic about solving problems, eager to learn, and excited about working at the intersection of technology and finance.

In this role, you will:

• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.

• Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.

• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.

• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.

• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.

• Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.

• Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.

• Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

Reach out to us if you:

• Have 2-5 years of experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.

• Have demonstrated experience in a senior support or team lead capacity, and are ready to take on greater ownership beyond your individual workload.

• Have a product-first mentality and are excited to become a product expert.

• Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.

• Are an excellent communicator - both written and verbally - with the ability to explain complex topics in a clear and approachable way.

• Feel a strong sense of pride and ownership in your work and always follow through to deliver results.

• Thrive in a stimulating and fast-paced environment.

• Want to learn more about financial technology, investing, and alternative assets (previous exposure to private investments is a plus but not required).

Most of our full-time roles are based onsite at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, move quickly, and deliver exceptional service to our clients.

For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location.

We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.

• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.

• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.  

• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.

• Great office: Our new home at 199 Water Street gives us a beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch.

• Lunch is on Us - We’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well-earned break.