THE ADVISOR AUTHORITY
Job Description
Job Title: Advisor Support & Experience Manager
Department: Operations
Reports To: Director of Operations
Effective Date: Immediate open to hire
Job Type: Independent Contractor
Schedule: Monday – Friday, 8:00 AM – 5:00 PM CT; on-call availability on weekends/holidays may be required
Location: Remote (anywhere in the U.S.)
Compensation: $65,000 annually, paid on the 15th and last day of each month
COMPANY OVERVIEW
The Advisor Authority, led by Erin Botsford, is a training firm that partners with financial advisors nationwide. Our mission is to deliver proven, best-practice strategies that help advisors and their organizations grow and improve their practices efficiently. We are a fast-growing team committed to excellence, and we are seeking a talented professional to join us this fall.
POSITION SUMMARY
The Advisor Support & Experience Manager is a key member of the Operations team, responsible for overseeing all back-end support functions and ensuring that our advisor-students receive an exceptional experience throughout their training journey. This individual will serve as a primary point of contact for students from the moment they enroll through the completion of their training, managing communications, resolving issues, and providing proactive outreach and motivation. The role also includes supervising two part-time support staff members and leveraging AI-powered tools to improve support efficiency and automate workflows over time.
This position is fully remote and open to candidates located anywhere in the United States. A 90-day introductory period will apply, after which a determination regarding the ongoing relationship will be made.
OUR CORE VALUES
We hire, develop, recognize, and part ways with team members based on alignment with these values:
1. Servant/Service-Oriented
2. Attention to Detail
3. Humility Alongside Confidence
4. Reputation Above All
5. Excellence in Everything
We have built a respected reputation within the financial services industry and are committed to upholding and advancing that standard.
DUTIES & RESPONSIBILITIES
Student Experience & Engagement
● Serve as a primary relationship manager for advisor-students, building rapport and providing consistent support throughout the training program.
● Proactively reach out to students at key milestones via email, phone, and text to encourage engagement and continued participation.
● Join live student training calls to connect with students, understand their needs, and provide real-time support.
● Guide students through the training curriculum, assisting with questions, obstacles, and motivation.
● Respond promptly to all incoming student support requests, resolving issues and complaints in a professional and timely manner.
● Provide white-glove email support to ensure every student interaction reflects the company's standards of excellence.
Onboarding & Retention
● Oversee all aspects of the student onboarding process to ensure a smooth and welcoming experience.
● Monitor student progress and implement proactive outreach strategies to improve retention and reduce attrition.
● Make outbound calls, send texts, and initiate contacts to welcome new students and maintain engagement throughout the program timeline.
Operations & Administration
● Maintain accurate student lists, outreach calendars, and support schedules.
● Assist the Director of Operations with customer service projects and initiatives aimed at enhancing the overall student experience.
● Support the annual student survey process, including data recording, analysis, and reporting.
● Help gather student performance metrics and data for use in the company's marketing efforts.
● Learn and manage payment processing functions, including card updates and cancellation procedures.
● Provide after-hours and weekend on-call coverage as needed.
Team Collaboration & Reporting
● Communicate regularly with the Operations Director and broader team, submitting a weekly progress report.
● Participate in weekly team calls and contribute to a collaborative, high-performing remote work culture.
● Supervise and coordinate the duties of two part-time support staff members.
● Utilize AI tools (including Claude, ChatGPT, and other platforms) to automate and streamline support workflows over time.
QUALIFICATIONS
● Excellent verbal and written communication skills.
● Strong interpersonal skills with a demonstrated ability to deliver exceptional customer service.
● Highly organized with meticulous attention to detail.
● Proven time management skills and the ability to consistently meet deadlines.
● Self-directed and reliable, with a strong aptitude for working independently in a remote environment.
● Creative problem-solving ability with a drive to improve existing systems and processes.
● Experience in the financial services industry preferred.
● Ability to manage multiple priorities while keeping advisor-students as the top focus.
● Proficiency with Microsoft Office Suite and comfort learning new online platforms.
● Willingness to learn and utilize AI-powered tools as part of daily workflow.
WORK REQUIREMENTS
● Ability to work full-time business hours from a computer in a professional home office setting.
● Must be available and on camera during standard business hours (Monday–Friday, 8:00 AM–5:00 PM CT).
● On-call availability for after-hours and weekend support coverage may be required periodically.
The Advisor Authority is an equal opportunity employer. This job description is not exhaustive and may be updated as business needs evolve.
Pay: $60,157.62 - $66,000.00 per year
Work Location: Remote
