AdvicePay is a billing and payment processing platform that enables financial advisors to shift their focus toward giving advice to people still building wealth, instead of only those who already have it. Historically, financial planning advice was only available to the affluent, who could afford to pay a financial advisor’s fees directly from their portfolios. We set out to change that, as we believe personal financial planning advice should be available to all. In doing so, we’ve become the very first and only technology solution created specifically for fee-for-service financial planning.
We are headquartered in Bozeman, Montana. Our sister company, XY Planning Network, was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc. magazine and by the 2019 InvestmentNews Excellence in Diversity & Inclusion Awards. And since we work in the same office and have the same awesome benefits and core values, we like to say “we basically won too!”
You’ll love working here if you value – and want to contribute to – a positive, inclusive, innovative, and “Get Sh*t Done” culture where teammates help one another succeed and are committed to doing the right thing. If you’re up for the challenge of disrupting an industry, join us.
About the Platform
Users of AdvicePay are financial advisors who use our platform to get paid by their clients for fee-for-service financial planning. Advisors can issue agreements for client e-signature, accept ACH and credit cards, bill hourly or one-time fees, and establish recurring subscription payments while remaining fully compliant with current industry regulations.
About the Position
Our Happiness Allies are the primary point-of-contact for our amazing users and their clients. This is a part-time position for a conscientious and kind individual with a passion for summoning smiles and delivering thoughtful help. You’ll delight our users with prompt, thorough, and heart-warming support they can’t help but tell their peers about!
Your primary responsibilities will include answering product and billing-related questions, tracking feature requests and following up with users once they’re released, and investigating and reporting bugs.
We’re excited about you because your strong writing skills, sincere empathy, and smart approach to service will create happy AdvicePay enthusiasts who fully embrace the platform and its awesome features. If this fires you up, we can’t wait to meet you!
What You’ll Be Doing
Becoming an AdvicePay extraordinaire. You’ll know the app so well, you may even have dreams about it!
Swiftly replying to customer emails with well-written, generous, authentic responses via our help desk software (Help Scout) – as well as placing the occasional phone call to users who need a little extra human touch
Investigating and resolving both basic and complex support issues in a simple, straightforward way
Troubleshooting and clearly reporting bugs to developers
Tracking our customer’s feature requests. AdvicePay is built for them after all!
Recording brief tutorial videos for customer emails when helpful
Summarizing support questions, complaints, compliments, and metrics for team meetings as needed
Spreading the love to teammates by faithfully documenting troubleshooting steps + work processes so we can learn from – and follow! – them
Conquering other department or company-related projects and tasks as needed
Start Date: Immediately
Priority shift we are seeking is 2:00pm – 6:00pm MT, Monday through Friday
If this shift might not work for you, no worries – let us know your availability! We may also be searching for a second Happiness Ally with a flexible schedule between 8:00am – 2:00pm MT to cover 4-hour shifts during this time.
Our standard support hours are 8am – 6pm MT, Monday-Friday! Future scheduling may be adjusted based on team needs and peak support hours. College students are welcome to apply!
Location: Bozeman, MT (while our office is physically located in Bozeman, this job can be done from almost anywhere! Remote workers authorized to work in the United States are also encouraged to apply!)
Department: Customer Success
Reports to: Senior Director of Customer Success
Direct Reports: None
Compensation & Benefits
Salary: $20.60/hr to start, with a $1/hour raise every six months for meeting performance expectations
Company-owned laptop provided
Part-time team member benefits include access to health insurance, 401(k) with 4.5% company match, up to $1,000/year for professional development, up to $500/year utilizing our Be Well Being You benefit, paid parental leave and more!
Please see our Dream Team Handbook to learn more about our company, core values, and policies!
What You’ll Bring to the Table (If you think, “I only meet 80% of these qualifications, still apply!)
2+ years of experience working with customers, either face-to-face or online (in any industry or capacity)
Superpowers in communicating with positivity and precision via the written word: you can write instructions in a simple and clear way, “speak” with warmth and humility, and typos are definitely one of your biggest pet peeves
Detective-level reading, analyzing, and sleuthing skills – so that customer issues are understood, diagnosed, and answered correctly the first time
Your humble, friendly self – with a smile so big they can feel it through your emails!
A bottomless well of patience and empathy (but not a doormat)
Skill in anticipating possible next questions that people have, so that our hard-working customers can get on with their day instead of spending time writing us follow-up emails
A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks!
Experience going “above and beyond” and thinking one step ahead in order to thrill customers both in small and mighty ways
Ease with technology (learning new apps is a welcome challenge, and you are confident in your ability to troubleshoot and analyze in a systematic way when using tech!)
The ability to prioritize work, follow through on requests, take initiative, work both independently and collaboratively, and consistently meet deadlines
Willingness and excitement around independent learning. While our Happiness Ally training includes both a self-guided learning experience and 1:1 training sessions, many of our resources encourage autonomous learning (e.g. hands-on testing of demo app site, reading our knowledge base articles, reviewing pre-recorded demos, etc.). You are excited to jump right in and learn all you can!
A dependable, harmonious work ethic. You show up ready to knock out great work, and you’re keen to make sure you’re contributing to your teammates’ efficiency + enjoyment at work, too.
High sense of personal responsibility + integrity
An understanding of and strong alignment with our core values
Legally authorized to live and work in the United States
What Will Make Us Drool
Experience providing customer service in a startup environment, especially over email
Exposure to the world of financial planning, accounting, payment processing, SaaS, or FinTech
Education or experience in writing, communications, journalism, or a related field
P.S. You may have caught on that we’re looking for a rockstar to join our team. If you’re feeling like you don’t have a platinum record (yet!), don’t let the confidence gap or imposter syndrome get in your way of applying – we would love to hear from your talented self.
Initial screen via audio and/or video (your choice!) answering a few short questions about AdvicePay and the position
Company’s core values interview
After applying, please be on the lookout for an email from us confirming receipt of your application, as well as future correspondence (emails sometimes get caught in your Junk folder or a Promotions tab!)
AdvicePay believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won’t settle for mere acceptance of each other’s differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. AP is beyond proud to be an equal opportunity employer.