Service and Support Manager

Who We Are

In an increasingly complex world where people are starving for someone they can trust, we stand for something simple: always put the client first. We do well by doing good for those we serve. It’s the ultimate measure. We believe in providing value beyond a doubt and in the notion that time will either expose you or promote you, based on your willingness to embrace change.

We serve financial advisors and investors through three entities, each headquartered in Omaha, Nebraska: Carson Wealth, Carson Coaching and Carson Partners. We provide coaching and partnership services to advisor firms – and straightforward financial advice to the investing public. We all share a common mission to be the most trusted in financial advice.

Who We Want

The Service and Support Manager over Trade Support and Application Support will manage the performance of both teams and ensure that Service Level Agreements are achieved as set by the business. You will ensure the support staff are following processes and procedures to always provide outstanding customer service. In addition to this, they will work very closely with Technology and Operations teams meeting regularly with the Managers to understand and communicate new features to the wider business and to continually improve process flows between internal department, service and support and the offices.

What To Expect

• Oversee all requests, incidents, and problems. Acting as a hierarchal point of escalation and co-ordinate response to critical issues raised.
• Deliver product training plans and documentation for the wider business.
• Work with Product Owners and Product Managers to ensure stakeholders have a consistent level of product knowledge.
• Help implement the career path for Service and Support staff
• Provide comprehensive ad-hoc and monthly reports on Application and Trade Support cases
• Monitor and manage incoming ticket volumes. Identifying trends and deliver on strategies to reduce overall ticket volumes.
• Support product team in implementation of new software
• Communicate outages to internal stakeholders and partners
• Provides team leadership and administration to include training plans, performance reviews and departmental budgets
• Defines accountabilities to supporting new applications.
• Take lead on Trade Corrections and work with the Trading team to resolve
• Mitigate, manage and document escalated items.
• Understand and be able to navigate and explain the Operations Apps and Trading process at Carson

What You Need

• Excellent customer service skills and orientation.
• Ability to train and transfer knowledge to others through documentation, examples, group presentations and one-on-one support; strong oral and written communication skills.
• Ability to collaborate across departments and teams.
• Strong attention to detail.
• Effective time management skills; ability to work at a fast pace to meet short turn around problem resolution expectations.
• Strong computer skills are required.
• Must have excellent judgment leadership and communication skills.

Preferred Education and Experience

• 18 months’ experience working in Service and Support with a focus on Trading or Technology team.
• Bachelor’s degree preferably in a related field
• Extensive experience in Salesforce, Orion, Egnyte, internally developed applications, JIRA, AWS, Excel, DocuSign.
• Familiar with trade operations and custodial platforms
• Experience working with and delivering on strict SLAs.
• Advanced problem-solving and critical-thinking skills.
• Must exhibit creativity and innovation in system solutions; must be broadly focused and able to manage multiple efforts concurrently
• Experience training end users and stakeholders on how to use applications.
• Experience in documenting fixes for recurring incidents and requests.
• FINRA Series 7 and 66 or Series 65 preferred

In exchange for your expertise, we offer a base salary, bonus potential, 401(k) plus matching, health benefits, and a great working environment. This is your chance to play a key role in the continued success of our company. Our culture is fast-paced, collaborative, innovative, and focused on healthy living. Carson strives to promote the health and wellness of its stakeholders by maintaining a tobacco-free workplace.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability, protected veteran status, sexual orientation, age or any other characteristic protected by law.

The total rewards expected for this role include:

• Starting annual base salary between $80,000 - $107,500.
• Variable compensation potential (Bonus and/or commissions)
• Competitive benefits including 401(k) with company contribution, PTO, Parental Leave, Sabbatical Leave, Medical, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Life and AD&D Insurance, Short and Long-Term Disability, Work/Life Benefits and Holistic Wellbeing Programs.