Job Title: Client Support Associate

Salary: $60K - $65K Location Type: Remote Employment Type: Full-Time

Position Overview

Assist thousands of investors breeze through private-fund onboarding while shaping the help-center content they rely on.

The Company You’ll Join

We exist to make investing in the private markets as easy as Robinhood did for public stocks. We built a TurboTax-style workflow for investors to only see the questions that matter to them and see every question that matters to them to make fund closing (i.e. the process of investing into a private fund) easy. Our world record document completion time is 6 minutes. That may sound boring but we've processed billions of dollars for thousands of investors in just the past 6 months. And by having an investor run through our workflow, we capture their identity so we can allow them to repurpose it wherever they'd like in the future. We call this an investor passport and it's the whole reason we built this business.

The Impact You’ll Have

You will be the first point of contact for many of our clients. You will directly enhance user satisfaction and reduce support volume by empowering clients via content.

The Problems You’ll Solve

• Triage inbound chat, email, phone via our CRM; Meet 95% SLA, 90% CSAT.
• Audit & update help articles weekly; fix typos, add details, clarify visuals.
• Maintain records of chats, article edits, video metrics, and support KPIs (SLA compliance, CSAT, resolution times).
• Tag recurring issues; file feature requests and submit quarterly “Voice of Customer” report to product and client operations team.
• Cross-collaborate with product, marketing, and design teams to ensure help content is accurate and consistent.

Desired Qualifications

• 1+ years SaaS or fintech support via chat/email.
• Exceptional written English. Able to polish help content for clarity, tone, and accessibility.
• Create short internal and external tutorial videos—screen recording, voiceover, basic document editing.
• Able to quickly learn new platforms; familiarity with CRM, ticketing systems, and basic troubleshooting.
• Patient and empathetic when conversing with clients, focused on resolution and user satisfaction.
• Team-oriented and communicative, comfortable working across departments.

Hiring Process

We go through the same interview steps for all Client Support candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to work at Passthrough.

• All roles require a background check.
• Initial Screen: A quick 20-30 minute chat with one of the Client Operations Team members to learn more about each other.
• Assessments: A series of short assessments to determine your problem-solving skill level.
• Meet Your Manager: 45 minutes with Pam.
• Decision: We’ll get back to you within a week on what’s next.

Benefits

• Passthrough stock options
• Health, dental, and vision insurance
• 401k contribution program with matching
• Life insurance
• PTO & Unlimited sick leave
• Annual health & wellness stipend
• Parental leave

Who Are We?

We’re a 30+ person team that works with hundreds of investment firms, ranging from $200 million real estate firms to $1 trillion global asset managers. We’ve helped 35,000 investors save time by completing their investor onboarding quickly. We’re venture-backed and growing fast. We know the problems. We know the clients. We know how to scale businesses fast in ambiguous environments. Come build with us.