Service and Support Manager
Carson WealthAbout the role
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.
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s