Senior Advisor Support Representative

Before we get started:
Here at Ingenio, we'd love to talk with you regardless of your qualifications or years of experience. If you believe you’d be a great fit for this role, we invite you to apply even if you do not meet all points on the job description.

Who we are:
Ingenio is a global media and technology company developing products that provide guidance on love, relationships, careers, and all aspects of life. We are passionate about connecting people with the world’s best advisors and content to empower everyone to live happier lives. 

Ingenio offers the world’s largest portfolio of over 20 marketplace and media brands in the spiritual and emotional wellness space. Our flagship brands include Keen, Horoscope.com, Astrology.com, Purple Garden, Kasamba, and Kang.

How you’ll be impactful:
As a Senior Advisor Support Representative, you will…

Serve as the front line of support for our Advisor community, ensuring Advisors receive timely, accurate, and high-quality assistance.

Help Advisors navigate day-to-day platform needs so they can focus on delivering great customer experiences.

Contribute to a seamless and consistent Advisor experience by resolving issues quickly and identifying opportunities to improve support processes.

This is an hourly role, and requires working Monday through Friday, 6:00am to 3:00pm Pacific time.

This is a remote role; however, if you are located in the San Francisco Bay Area, you will be expected to work from our San Francisco office three days per week — Tuesdays-Thursday. This hybrid schedule helps us foster collaboration while maintaining flexibility for our local team members.

What you’ll be doing:

• Act as a primary point of contact for Advisor inquiries, providing prompt, clear, and empathetic support across a high volume of requests.
• Troubleshoot and resolve day-to-day Advisor issues related to accounts, listings, tools, payments, availability, and platform functionality.
• Investigate technical issues using internal systems, call logs, and platform data to identify root causes and support timely resolution or escalation.
• Support onboarding and activation of new Advisors by guiding them through setup, policies, and initial platform usage.
• Follow established processes and workflows to ensure consistent and accurate support, while identifying gaps or inefficiencies.
• Partner with Customer Support, Trust & Safety, Product, Marketing, QA, and Operations teams to escalate and resolve more complex issues.
• Maintain detailed and accurate records of Advisor interactions, issues, and resolutions.
• Monitor common Advisor questions and recurring issues, surfacing trends and recommending improvements to tools, processes, or documentation.
• Educate Advisors on platform basics, policies, and best practices to reduce friction and prevent issues.

What you’ll need to be successful:

• 3-5+ years of experience in customer support, customer success, operations, or a similar coach/customer-facing role.
• Strong written and verbal communication skills, with the ability to provide clear and empathetic support.
• Ability to manage a high volume of requests while maintaining attention to detail and quality.
• Strong problem-solving skills and the ability to troubleshoot issues independently.
• Highly organized and able to prioritize effectively in a fast-paced environment.
• Comfort following structured processes while also identifying opportunities for improvement.

Nice to have:

• Experience in marketplace, gig-economy, or Advisor/coach/creator marketplace platforms.
• Familiarity with support tools such as Zendesk, Jira, or similar systems.
• Experience supporting onboarding or handling operational workflows.
• Comfort working with data or support metrics (e.g., response time, resolution time, CSAT).

Perks & Benefits:

• Opportunity to work alongside a friendly, talented, and highly collaborative