Global Platform Operations - Analyst / Associate

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $180 billion in global client assets invested in 1,441 funds, as of February 2024.

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2023); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a three-time winner of MMI/Barron’s Solutions Provider award (See link below). 

About the Role

We are seeking an Analyst / Associate for the Global Platform Support and Operations team within our Client Success vertical. This role sits at the center of iCapital's mission, focusing on enhancing operational scalability, driving innovation, and ensuring the delivery of exceptional support experiences to our clients and partners. You will become an expert and advisor on the iCapital platform while striving for operational excellence. 

This role is not just about individual performance, but also building strong client relationships and becoming strategic problem solvers together with our team leads and associates. It's a highly collaborative role, with a strong focus on improving our clients' overall health and satisfaction and operational processes as a team.

Responsibilities

• Act as the primary contact for clients, managing inquiries and optimizing their platform experience. Prioritize and categorize requests for efficient resolution.
• Address a wide range of client concerns, utilizing technical skills and in-depth platform knowledge.
• Meet and exceed service level agreements and performance targets through effective queue management.
• Work with internal teams to escalate and resolve high-priority issues, ensuring quick resolution.
• Enhance and maintain product documentation and internal resources to support platform users.
• Develop and maintain expert knowledge of the iCapital platform, educating clients and internal teams.
• Maintain fund collateral and offerings to keep the platform updated with varying alternative investment products.

Qualifications

• 1-6 years of experience in a client-facing role providing technical support for a Fintech platform or SaaS product
• Proven ability to analyze complex technical problems, breaking them down into actionable steps and driving them toward a resolution
• Convey complex concepts clearly and concisely to a diverse audience
• Collaborative team member who proactively seeks ways to improve client satisfaction and operational efficiency, contributing positively to our team culture and client success
• Strong troubleshooting, analytical, and problem-solving abilities and able to collaborate cross-functionally in a fast-paced environment
• Experience with support ticketing tools and a strong foundation in technical troubleshooting
• Patient and client-centric approach to delivering technical and platform support
• Strong verbal and written interpersonal skills, explaining complex concepts straightforwardly and transparently to clients and internal parties with limited knowledge of the topic
• Thrive in a fast-paced, dynamic environment, demonstrating flexibility, and able to quickly adjust to new challenges and priorities
• Client-focused approach in support scenarios

Benefits

The base salary range for this role is $60,000 to $100,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. We offer most employees the flexibility to work in the office three or four days.  Every department has different needs, and some positions will be designated in-office jobs, based on their function. 

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

 iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.