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Arch is a Series B fintech company automating the management of private investments (venture capital, hedge funds, private equity) for investors, advisors, banks, families, and asset managers. The platform consolidates standardized data, documents, and insights across asset classes, replacing fragmented spreadsheets and portals. With 200+ employees and 400+ clients including major US banks and financial institutions, Arch is scaling rapidly.
As Client Support Manager, you will lead the client support function, serving as the primary liaison between users and the product. You will manage inbound inquiries via email and instant message, troubleshoot complex issues, and escalate to Operations and Engineering as needed. You'll own the client experience end-to-end: investigating user-reported bugs, maintaining training materials and internal documentation, and ensuring timely resolution of all open items.
Key responsibilities include:
- Perform in-depth troubleshooting to identify and resolve client inquiries efficiently
- Serve as primary escalation point for complex or high-priority issues, collaborating with Operations and Engineering
- Provide exceptional client experience through effective communication and relationship-building
- Investigate user-reported issues and work with Engineering to identify and resolve bugs
- Own and evolve team training materials and documentation to reflect product and process changes
- Translate recurring client friction points into structured, actionable feedback for Product and Operations, proposing solutions
- Mentor and support junior team members (Associates and Senior Associates) on troubleshooting, communication, and best practices
The role is based onsite at Arch's New York City office (199 Water Street), where the team collaborates daily. The company emphasizes in-person collaboration, fast-paced execution, and strong team dynamics.
REQUIREMENTS:
- 2-5 years of experience in a client-facing or support role, preferably in B2B, fintech, SaaS, or startup settings
- 1+ years of management experience
- Product-first mentality and excitement to become a product expert
- Driven, positive, proactive problem-solver with strong customer service orientation
- Excellent written and verbal communication skills; ability to explain complex topics clearly
- Strong sense of ownership and follow-through
- Ability to thrive in stimulating, fast-paced environments
- Interest in learning about financial technology, investing, and alternative assets (prior exposure to private investments is a plus but not required)
