About the Role
Investor Services owns the servicing relationship with every investor on the platform, from onboarding through ongoing support. The team provides live, multi-channel support (phone, chat, and email) spanning day-to-day account and technical support, portfolio and investment servicing, and licensed broker-dealer functions.
The Director, Investor Services sits within Marketing and oversees the Investor Services team, managing 5–10 direct reports within it. This role sets service standards, resolves escalations, and represents the investor perspective across cross-functional projects, spanning day-to-day support through licensed broker-dealer operations.
Key Responsibilities
Service Delivery & Operations
- Supervise day-to-day servicing across all channels and maintain reporting on volume, responsiveness, AI-assisted resolution, and CSAT/CX.
- Partner with Business Operations to manage the servicing tech stack (Intercom, Salesforce, Calendly).
Broker-Dealer & Compliance Operations
- Oversee day-to-day broker-dealer activities, including onboarding, accreditation, and recommendations, refreshing supervisory processes with Compliance and Business Operations.
- Coordinate with Legal and Compliance on investor-facing communications and respond to sales and business development compliance questions.
Escalations & Client Advocacy
- Own escalation and complaint resolution, routing to Legal or Compliance when warranted.
- Resolve investor account discrepancies with third-party administrators and transfer agents, and oversee CRM and investor data integrity.
- Represent the client voice on cross-organizational projects.
People Leadership & Development
- Lead and develop the Investor Services team, setting annual goals and managing growth plans through quarterly reviews.
- Run monthly team reviews and produce the monthly Investor Services reporting deck for leadership.
Strategy & Cross-Functional Leadership
- Integrate Investor Services into the broader customer lifecycle, aligning servicing touchpoints with onboarding, retention, and engagement strategy.
- Collaborate with Compliance, Legal, Engineering, and Business Operations on investor-facing initiatives.
- Build measurement frameworks connecting marketing, acquisition, CRM, and servicing activity to revenue outcomes, using tools like Salesforce and Looker.
- Own vendor relationships for servicing platforms and lead design of the investor benefits and support coverage model.
- Stay current on the private markets landscape and translate trends into servicing and sales strategy.
Qualifications
- 10+ years in investor services, client operations, wealth or asset management, alternative investments, or fintech, including 3+ years leading teams.
- Experience operating in a regulated broker-dealer environment, including supervisory review and accreditation/suitability processes.
- Hands-on ownership of servicing/CRM platforms (Intercom, Salesforce, Calendly or equivalents), including reporting design and system administration.
- Strong analytical skills, comfortable building models and working with CRM/BI data.
- Demonstrated judgment on escalations, knowing what to resolve, delegate, or route to Legal/Compliance, and how to tailor communication by audience.
- Strong cross-functional influence, with a track record representing the client voice in company-wide projects.
- Series 7 required, Series 24 is a plus. Candidates holding Series 7 would be hired with a requirement to obtain Series 24.
What’s in it for you
Competitive compensation package, including equity
Health, dental & vision coverage with FSA/HSA options
Unlimited PTO
401k match
Commuter benefit
Life insurance
Wellness stipend
This is a New York-based role. The base salary range for this position is USD 170,000 to 190,000 annually, depending on experience and qualifications. This role is eligible for a discretionary bonus and equity compensation as part of the total compensation package.
About Willow Wealth
Willow Wealth is a leading platform for private market investing, connecting individual investors with curated opportunities across real estate, private credit, private equity, and more. Founded in 2015, the platform has grown to serve more than 500,000 members with $6.9B+ invested since inception. The company has raised over $250M from leading institutional investors, such as Redbird, Tarsadia, Mayfair, StepStone, and Edison Partners.