Sr Service Management Analyst

WHO WE ARE

Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers.  

 At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest. 

When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees. 

Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex. 

We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. Here are just a few of the many awards we’ve recently received: 

Best Places to Work

2026, 2025, 2024, 2023 - Presented by BuiltIn 

WealthTech of the Year

2025 - Presented by US FinTech Awards 

The World’s Top 250 Fintech Companies

2024 - Presented by CNBC 

ABOUT THIS ROLE

Be part of a fast-paced team focused on enhancing relationships and building customer loyalty. Apex Fintech Solutions' Client Experience team is seeking a Senior Service Management Analyst who is empowered to build strong, trust-based relationships with our clients, challenge the status quo, create innovative solutions to traditional problems, help us streamline and automate manual processes, and to be a change-agent for the firm. Learn the financial industry while providing high-quality services to Brokerage firms, Registered Investment Advisors, and End Investors.  

The Senior Service Management Analyst will focus on ensuring high-quality, efficient service delivery and customer satisfaction. Key responsibilities include overseeing service operations, managing service staff, establishing and enforcing service standards, analyzing performance metrics, resolving customer issues, collaborating with other departments, and ensuring regulatory compliance. The role requires strong leadership, communication, problem-solving, and analytical skills to align service operations with business objectives and foster long-term client relationships. 

You will be providing world-class customer service to firms, and certain end investors. You will be taught a broad range of transferable product, technology, and systems skills, which will enable you to think critically about how we can improve our suite of offerings. You will provide outstanding service through telephone and electronic interactions. You will also make a meaningful impact through your inclusion in strategic initiatives and cross-company projects. You will support service questions, operational inquiries, and internal team members.

Duties/Responsibilities

• Serve as the primary point of contact for daily operational and platform support for Apex customers.

• Work closely with clients and business partners in areas like onboarding, trade processing, performance tracking, margin/risk management, compliance, and billing to ensure successful business operations and client satisfaction.

• Manage partner firm and end investor escalations, ensuring timely and effective resolution.

• Support inquiries related to Operations, collaborating with internal teams to address customer queries and resolve issues.

• Periodically engage with senior-level client contacts across various business areas to provide insight on service and support interactions while gathering feedback to strengthen the quality of service.

• Create and maintain system documentation to ensure clarity and consistency in processes.

• Strictly adhere to established procedures and security controls to safeguard customer information and assets.

• Maintain ownership of key supervisory checklists, ensuring adherence to compliance requirements and operational standards.

• Support business process improvement initiatives and ad hoc projects.

• Partner with other members of the client support organization to provide a seamless experience to our customers.

Education and/or Experience

• Bachelor's degree in business, finance, or a related field or equivalent work experience

• 5+ years of experience in client services, relationship management, or a similar role within the financial services industry

• FINRA Series 7 License required (or willingness to obtain within 90 days of hire)

Required Skills/Abilities

• Must be a self-starter, flexible, innovative, and adaptive

• Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization

• Ability to work both collaboratively and independently; ability to navigate a complex organization

• Advanced analytical skills

• Excellent project management and organizational skills and capability to handle multiple projects at one time

• Proficiency in Microsoft 365

Work Environment

• This job operates in a hybrid, office environment 3 days per week.

#operations #mid-senior #full-time #APEX #LI-KD1

​Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Rewards

We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.