Lido Advisors is seeking a Reporting Support Manager to lead the Client Reporting Advisor Support team within the Operations department. This role is responsible for the day-to-day management of a team of Advisor Support Associates who serve as the firm's front line for advisor questions, troubleshooting, and training on our client reporting platform, Addepar. The Manager will ensure the team consistently meets service-level expectations, maintains a high bar for response quality, and continues to evolve how the firm supports advisors as the platform and the business grow. 

This is a working leadership role: in addition to managing the team, the Manager will personally handle support items and escalations as a hands-on contributor, particularly during periods of high volume, when an item requires senior-level expertise, or when an Associate is out or onboarding. The right candidate is comfortable operating as both a player and a coach: fielding advisor questions directly while also leading, coaching, and developing the team around them. 

This role suits someone who has built or run a support function for an RIA's Addepar implementation and understands both the technical nuances of the platform and the operational discipline required to support advisors at scale. The Manager will balance hands-on support work and team leadership with longer-term ownership of support workflows, escalation handling, and cross-functional coordination with Technology and Operations. 

Key Responsibilities 

• Directly manage a team of 3 Advisor Support Associates, including coaching, performance management, workload distribution, and professional development. 
• Personally field and resolve advisor support items as an individual contributor, sharing in the team's day-to-day workload alongside the Associates. 
• Oversee all advisor team support items end-to-end, ensuring service-level agreements (SLAs) for response time and resolution are consistently met. 
• Uphold and enforce quality standards for advisor-facing communication, ensuring responses are accurate, clear, and aligned with the firm's service expectations. 
• Serve as the escalation point for complex, ambiguous, or high-sensitivity support items, personally engaging directly with advisors and internal stakeholders to resolve them. 
• Develop and standardize new support workflows, and continuously refine existing processes to improve efficiency, consistency, and advisor experience. 
• Monitor team performance against KPIs and SLAs, identifying trends and proactively addressing gaps in coverage, training, or process. 
• Partner with Technology and product owners to ensure advisor feedback, enhancement requests, and recurring issues are captured, prioritized, and resolved. 
• Lead training and onboarding efforts for new Associates, and oversee the development of documentation, guides, and “how-to” resources used by the team. 
• Provide surge support and backfill coverage for the team during periods of high volume, PTO, or staffing transitions. 
• Report on team performance, escalation trends, and advisor satisfaction to Operations leadership on a regular cadence. 

Required: 

• Experience leading a user support team, specifically a team built to support an RIA's Addepar implementation, is required. 
• 3–6+ years of experience in client service, advisor support, or wealth management operations, including direct people management experience. 
• Deep hands-on knowledge of Addepar, including reporting workflows, common data and platform issues, and advisor-facing use cases. 
• Willingness and ability to work as an individual contributor on support items and escalations, not solely in an oversight capacity. 
• Demonstrated ability to manage SLAs and hold a team accountable to consistent, high-quality service standards. 
• Experience handling escalations involving sensitive or complex client and advisor situations with sound judgment. 
• Track record of building, documenting, and improving operational workflows and support processes. 
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences. 
• Comfortable operating and managing in a distributed team environment. 

Preferred: 

• Prior experience at an RIA or wealth management firm in an operations or client reporting capacity. 
• Familiarity with the broader Addepar/Salesforce technology stack and how reporting data flows into advisor-facing outputs. 
• Experience partnering with product owners to influence platform roadmap based on user feedback. 

What Success Looks Like 

• The Advisor Support team consistently meets or exceeds SLA targets, with advisors experiencing fast, reliable resolution to their requests. 
• The Manager's own support and escalation work models the quality bar expected of the team, reinforcing standards through example. 
• Response quality is consistently high, reinforcing advisor trust in the Client Reporting team as a dependable resource. 
• Complex and sensitive escalations are handled with sound judgment, protecting both the advisor relationship and the firm's standards. 
• Support workflows are well-documented, standardized, and continuously improved, reducing variability and onboarding time for new Associates. 
• The team operates as a proactive partner to Technology and Operations, with advisor feedback translating into tangible platform and process improvements. 
• Associates on the team are engaged, growing in their roles, and supported by clear coaching and performance expectations. 
• Coverage remains strong even during volume spikes or staffing gaps, with the Manager stepping in as needed without disrupting team performance. 

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other class protected by federal, state or local law. In addition, we do not discriminate against qualified applicants with arrest or conviction records.  

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