Customer Support Manager

About Us

Well‑known financial advisors Michael Kitces and Alan Moore witnessed firsthand the growing demand for fee‑for‑service financial planning. This inspired them to create a solution that could streamline billing processes for advisors while ensuring regulatory compliance. Since its public launch in 2018, Advice Pay has become a cornerstone of the financial planning landscape, serving thousands of advisors and firms nationwide and earning recognition for its innovative approach.

Today, Advice Pay continues to grow and adapt with new features and partnerships, enhancing the platform's capabilities. Driven by our belief in the fee‑for‑service model, our mission remains clear: to empower advisors and firms in offering fee‑for‑service financial planning. Our aim is to make getting paid for advice easy and scalable for everyone involved – from advisors to the home office, and clients.

As the industry evolves, we’re dedicated to staying ahead of the curve, ensuring that Advice Pay remains the trusted solution for financial professionals nationwide.

We are headquartered in Bozeman, Montana and we are incredibly proud to be listed on the Inc. 5000 list of America’s Fastest‑Growing Private Companies for 3 years in a row, as well as being recognized as a 2022 Wealth Tech 100 company, which places us among the top 100 innovative Fin Tech providers in the world addressing opportunities faced by the wealth and asset management industries.

You’ll love working here if you value - and want to contribute to - a positive, inclusive, innovative, and “Get Sh
* t Done” culture where teammates help one another succeed and are committed to doing the right thing. If you’re up for the challenge of disrupting an industry, join us.

As Advice Pay’s Customer Support Manager, you’ll lead and grow our Customer Support team, guiding them to deliver exceptional experiences across our Advice Pay and Advisor

BOB products. You’re equal parts people manager, support strategist, and hands‑on team player, and you thrive in that blend.

In this role, you’ll build a high‑performing support function, ensuring customers get the help they need efficiently while feeling valued and supported. You’ll use data and insights to improve processes, coach your team, and shape the way support is delivered, while actively participating in launches and product initiatives.

If you love leading teams, solving complex support challenges, and creating systems that make customers’ lives easier, this role is for you. You’ll play a critical role in shaping the customer experience, developing your team, and helping Advice Pay and Advisor

BOB customers succeed every day.

• Lead, Manage, and hold team members Accountable (LMA) to clear expectations, using EOS tools (L10 meetings, scorecards, quarterly conversations, etc.) to support clarity, alignment, and performance.
• Champion a culture of continuous learning, providing regular coaching, feedback, and development opportunities tailored to each team member’s goals and strengths.
• Manage the full team member lifecycle: hiring, onboarding, performance management, coaching and correction, and career development.
• Conduct regular 1:1s and quarterly conversations consistent with AP’s people processes and standards.
• Actively participate in Quarterly Planning activities, helping drive department‑level strategy and ensuring company goals and initiatives are clearly and consistently communicated across your team.
• Demonstrate a strong, authentic commitment to diversity, equity, inclusion, and belonging – in leadership behaviors, hiring practices, and team culture.
• Develop and maintain department‑level scorecards and key performance metrics to guide team performance and accountability.

• Lead and uphold Advice Pay’s customer support philosophy, delivering high‑quality, primarily email‑based support through established tools and workflows while modeling best practices for the team.
• Manage resources and tools to execute Customer Support’s annual and quarterly departmental plans.
• Build out a Support function for our Advisor
  
  BOB product, complete…