We Insure · 13 hours ago
Principal, Technical Support Architecture & Service Strategy
Austin, TX
Full-time
Hybrid
Lead/Staff
10+ years expApex Fintech Solutions is a leader in digital wealth management, processing millions of transactions daily. They are seeking a Principal, Technical Support Architecture & Service Strategy to design a strategic support ecosystem that aligns with business growth and enhances customer retention, regulatory compliance, and operational readiness.
Insurance
Responsibilities
Translate business roadmap (new products, markets, customer segments) into support requirements and capacity models
Design tiered support models and SLA frameworks for diverse customer types (retail investors, advisors, broker-dealers, institutional)
Architect 24x7 global support coverage (follow-the-sun model: US, EMEA, APAC)
Build support readiness plans for product launches, market expansions, and new account types before go-live
Support a multi-year support strategy: reactive → proactive → predictive → self-service
Embed in sales process for large deals; define support requirements in contracts; participate in RFPs
Join product development early; conduct support impact assessments; establish launch readiness criteria
Design support models for white-label partners and channel integrations
Partner with RMs on concierge support for top-tier clients; establish QBRs
Build predictive demand models: forecast support volume based on customer growth, market events, product launches
Design headcount planning and hiring strategies (US, nearshore, offshore; FTE vs. contractor vs. BPO)
Optimize cost-to-serve through automation, self-service deflection (target: 30-50%), and process efficiency
Implement workforce management tools to optimize scheduling and reduce overstaffing/understaffing
Influence the support technology roadmap: ticketing (Zendesk, Salesforce Service Cloud), phone, chat, CRM, WFM
Contribute and influence the firm’s self-service portal and implement AI chatbots for Tier 0 deflection
Build analytics infrastructure: support KPIs (CSAT, NPS, FCR, AHT, SLA compliance), executive dashboards, predictive analytics
Integrate support tooling and knowledge centers with trading platform, account data, and business systems
Establish quality assurance frameworks and performance management for support teams
Own knowledge base strategy and documentation standards (runbooks, FAQs, video tutorials)
Implement Voice of Customer (VoC) programs: surveys, NPS, sentiment analysis, customer advisory boards
Drive continuous improvement through process audits, Lean methodologies, and root cause analysis
Position support as competitive differentiator through testimonials, case studies, and benchmarking
Qualification
Required
Bachelor's degree in a technical field (or equivalent work experience) required
10+ years in technical support/service delivery; 5+ years in leadership roles managing 50+ FTEs
8+ years in financial services operations (clearing, brokerage, fintech); deep understanding of trade lifecycle, settlements, corporate actions
Proven track record scaling support organizations (2x-5x growth) and designing tiered support models
Experience with 24x7 global support operations and follow-the-sun coverage models
Experience leading organizational transformations: 24x5 → 24x7 transition, geographic expansion, technology migrations
Service design expertise: customer journey mapping, service blueprints, capability modeling
Capacity planning: demand forecasting, staffing models, cost-per-ticket analysis, ROI modeling
Cross-functional partnership: Sales enablement, product launch readiness, partnership support design
Change management: led major transformations (outsourcing, M&A integration, CRM migrations)
Expert knowledge of support platforms: Zendesk, Salesforce Service Cloud, Freshdesk, Intercom
Comprehension of Workforce management (WFM) tools. Such as: NICE, Verint, Calabrio
AI/automation: chatbots, knowledge management systems
Strong analytical skills: Excel/Google Sheets (advanced), SQL (preferred), statistical analysis
ITIL or similar service management framework; Lean/Six Sigma methodologies
Built and led high-performing global support teams (US, nearshore, offshore)
Executive presence: present to C-suite, decision makers, clients, regulators
Influence without authority: build coalitions, drive organizational change
Business acumen: translate support metrics into business impact (retention, revenue, NPS)
Regulatory landscape: FINRA, SEC, MSRB, GDPR, CCPA
Market structure: trading hours, extended hours, market volatility
B2B (broker-dealers, RIAs) and B2C (retail investors) support experience
Benefits
Healthcare benefits (medical, dental and vision, EAP)
Competitive PTO
401k match
Parental leave
HSA contribution match
Paid subscription to the Calm app
Generous external learning and tuition reimbursement benefits
Hybrid work schedule
Company
We Insure
We Insure is passionate at being the very best independent agency solution.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Weinberg
Managing Partner
Company data provided by crunchbase