Client Service Manager

Client Service Manager role at XYPN

XYPN is the only turnkey advice and planning platform that makes it possible for fee‑only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back‑office and client support services. This is an opportunity to join a company on a mission to help others—and you—live your best lives.

The Client Service Manager owns the performance, structure, and sustainability of the Client Service function across Sapphire and TAMP. This role is accountable for how service work flows through the team and how the team operates day to day. It is a hands‑on leadership role; in addition to managing people and systems, the Client Service Manager will regularly provide frontline support and handle escalations.

XY Investment Solutions, LLC is an SEC‑registered investment adviser offering two service models:

• TAMP: a sub‑adviser platform
• Sapphire: a corporate RIA affiliation model for fee‑only advisors

We expect the RIA and service platform to grow significantly over the next several years.

• Service Intake, Prioritization, and Workflow Ownership
• 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.
• Advisor Support & Escalation Management
• 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.
• Team Leadership & Development
• 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.
• Performance Management & Continuous Improvement
• 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.
• Knowledge Management & Enablement
• 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.
• Capacity Planning & Hiring
• 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.
• Cross‑Functional Collaboration
• Ensure effective collaboration between Client Service, Trading, Transition & Onboarding, Operations, and Compliance.
• Surface systemic, cross‑functional issues to the Director of Advisor…