Client Services Lead

Who You Are:

Galaxy is seeking a passionate, dedicated Client Services Associate to join our Client Services team. This individual is a critical member of our team, acting as a trusted resource and advocate for our clients. This role requires a balance of service excellence, operational accuracy, and relationship-building across multiple channels. We’re looking for someone who is proactive, intellectually curious, and confident handling complex client needs. The ideal candidate has strong organizational and problem-solving skills, excellent communication abilities, and an unwavering commitment to delivering outstanding client experiences at every interaction.

We’re seeking individuals who are client-obsessed, proactive, and thrive in fast-paced environments. You understand that service isn’t just about answering questions—it’s about building trust, anticipating needs, and delivering a seamless experience from start to finish. You’re detail-oriented, an empathetic communicator, and someone who solves problems with urgency and ownership.

Experience in financial services is a strong plus, but more importantly, we’re looking for team members with a growth mindset, intellectual curiosity, and a drive to go above and beyond for our clients. You’re energized by collaboration, confident in high-stakes conversations, and passionate about raising the bar for what exceptional service looks like.

What You’ll Do:

• Provide exceptional client service via email, live chat, and phone support.
• Maintain and uphold defined Service Level Agreements (SLAs) by ensuring prompt and efficient responses to inquiries.
• Investigate client issues thoroughly and provide clear, timely, and accurate solutions.
• Collaborate closely with internal teams to resolve complex client
• Demonstrate empathy, professionalism, and patience in all client interactions, contributing to a high-quality client
• Actively participate in team discussions, brainstorming sessions, and knowledge-sharing initiatives to continuously improve processes and client
• Remain adaptable and flexible to changing priorities, tasks, and company needs.
• Stay informed about company products, services, and tools, providing expert advice and guidance to clients.
• Work with CRM & Support tools to manage client interactions, track issues, and communicate with the team.

What We’re Looking For:

• Minimum of 7 years prior experience in a client service, operations or technical support role in the fintech or finance industry.
• Must hold an active FINRA Series 7 and Series 63 license.
• Familiarity with regulated banking and investment products.
• Strong problem-solving skills with the ability to navigate complex issues and provide clear resolutions.
• Ability to thrive in a fast-paced, remote work environment.
• Strong attention to detail, time management, and organizational skills.
• Client-obsessed. A positive attitude and passion for helping people. 
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.
• Experience with CRM and Support tools such as Zendesk, JIRA, and Slack is required.

Bonus Points:

• 10+ years previous experience in the fintech or finance industry.
• Prior startup experience
• Remote work experience is a plus

The base salary ranges included below will be commensurate with candidate experience, expertise, and local market. Final offer amounts are determined by multiple factors, including candidate experience and expertise. At Galaxy, we maintain a total compensation philosophy which consists of a competitive base salary, annual bonus, and equity incentives.