XYPN · 20 hours ago
Client Service Manager
Bozeman, MT
Part-time
Onsite
Mid, Senior Level
$80K/yr - $108K/yr
4+ years expXYPN is a turnkey advice and planning platform for fee-only financial advisors, seeking a Client Service Manager to oversee the performance and structure of their Client Service function. This hands-on leadership role includes managing service workflows, providing frontline support, and ensuring a high-quality advisor experience.
AdviceFinanceFinancial Services
Responsibilities
Own the end-to-end intake, prioritization, and flow of service requests across Sapphire and TAMP
Establish and maintain clear standards for ticket routing, prioritization, escalation thresholds, and workload balance
Ensure service requests are assigned efficiently and equitably, minimizing duplicate work, bottlenecks, and rework
Partner with the Client Service Coordinator to execute daily ticket routing and real-time capacity balancing
Monitor ticket aging, volume trends, and flow health, and proactively adjust systems as demand changes
Ensure client-facing operational work (such as client agreement preparation) is handled accurately, thoughtfully, and in a way that supports advisors in delivering a smooth experience to their clients
Serve as the escalation point for complex advisor issues, Schwab-related concerns, and cross-functional breakdowns, and loop in Director of Advisor Experience as appropriate
Ensure advisors receive timely, clear, and accurate communication during escalated situations
Maintain strong working relationships with Schwab and internal partners to resolve issues efficiently and professionally
Step in to provide direct advisor support as needed to maintain service levels
Approach service work with a focus on helping advisors move their businesses forward, not just closing tickets. This role is responsible for ensuring the team understands advisor context, anticipates needs, and delivers support that is both efficient and thoughtful
Lead, manage, and hold accountable the Client Service team (full-time and part-time)
Set clear expectations around service standards, workload ownership, and collaboration
Support team members in developing technical expertise, problem-solving skills, and confidence handling complex service requests
Foster a culture of accountability, continuous improvement, and mutual support
Define, monitor, and report on key service KPIs in partnership with the Director of Advisor Experience
Identify recurring service issues, capacity constraints, and process gaps
Design and implement process improvements to improve advisor experience and team sustainability
Balance service quality, advisor experience, and team capacity as demand grows
Own the development and maintenance of internal and advisor-facing knowledge bases
Ensure documentation, workflows, and training materials are current, clear, and actionable
Promote appropriate self-service to reduce unnecessary service demand
Monitor workload trends and forecast capacity needs
Partner with the Director of Advisor Experience on hiring plans and resourcing decisions
Act as hiring manager for Client Service roles as needed
Ensure effective collaboration between Client Service, Trading, Transition & Onboarding, Operations, and Compliance
Surface systemic, cross-functional issues to the Director of Advisor Experience with proposed solutions
Participate in projects that support the evolution of the advisor service platform
Qualification
Required
4+ years of experience in client service or operations, including 2+ years in financial services
People management experience
Direct experience managing ticket intake, routing, or queue-based workflows
Strong written and verbal communication skills
Comfort operating as a player–manager in a fast-paced environment
Preferred
Experience with Schwab; Orion experience strongly preferred
Series 65 or other industry exam
Experience in an RIA, TAMP, or outsourced back-office environment
Experience scaling or maturing a service function
Experience with other custodians like Fidelity or Altruist
Benefits
100%- employer-funded Employee Stock Ownership Plan (ESOP)
Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
9 paid holidays (we offer flexible holidays!)
401(k) with match; you put in 6%, and we put in 4.5%
12 weeks paid parental leave for the birth or adoption of a child
Health insurance w/ employer contribution
Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
Pet insurance availability
Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available
Employer-paid Life and AD&D insurance
Employer-paid Long Term Disability coverage
Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee
$2000/year (prorated by start date) to put towards professional development
$250/quarter to spend on yourself specific to our core value of "Be Well Being You."
$500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year
A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years
Subsidized employer-sponsored childcare through our internal child care program. (Subject to availability)
Various Gym discounts
Company-owned laptop computer provided (Apple Products)
Company
XYPN
XYPN is the advisor support platform that makes it possible for fee-only financial advisors to build the independent firm of their dreams
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Kitces
Co-Founder
Recent News
Connect Money
2025-05-28
Company data provided by crunchbase