JOB DESCRIPTIONOverview
JP Morgan Workplace Solutions is a global leader in equity compensation management, offering a premier cloud-based platform for administering equity plans for public and private companies. Serving over 1,800 corporate clients, from start-ups to multinational corporations, we manage nearly $300 billion in assets for over 1 million employee participants worldwide. We are a dedicated global team of over 1,000+ professionals at the forefront of transforming equity compensation worldwide. This role is dedicated to supporting private companies at every stage, from pre-seed to IPO, helping them navigate the complexities of equity management and drive successful outcomes for their employees and stakeholders.
Role Summary
As Head of Private Support (VP) at Workplace Solutions, you will own and lead the support desk for our private company clients, ensuring every customer query is addressed with professionalism and care. You will nurture relationships with free-tier customers, proactively engage them to maximize satisfaction, and identify opportunities for upsell and cross-sell. This role requires a strong sense of accountability, exceptional organizational skills, and the ability to lead and inspire a team in delivering outstanding support experiences. You will set the standard for customer care, drive process improvements, and act as a trusted advisor, helping clients realize the full value of our solutions.
Key Responsibilities
- Oversee all support activities for the free customer base, ensuring timely, accurate, and professional responses to client queries.
- Continuously seek out efficiencies in support processes, leveraging technology and best practices to improve response times and service quality.
- Proactively identify high-value customers within the free base, engage with decision-makers, and drive initiatives to upgrade clients to paid solutions where appropriate.
- Manage and allocate support resources across the team, ensuring consistently high standards in customer care.
- Act as the primary escalation point for complex or high-priority support queries, ensuring swift and effective resolution.
- Develop and maintain strong relationships with free-tier customers, acting as their advocate for day-to-day and escalated issues.
- Collaborate with product and engineering teams to optimize client handling, provide feedback on client needs, and contribute to continuous improvement of support tools and processes.
- Ensure customer satisfaction through proactive communication, issue resolution, and performance measurement.
- Stay informed about industry trends and developments to enhance support strategies and provide valuable insights to clients and the organization.
- Lead training and enablement initiatives for the entire customer base, designing and implementing scalable engagement strategies for free customers.
- Identify and refer cross-line-of-business opportunities, connecting customers to relevant JPMorgan services across the bank.
- Demonstrate the ability to be hands-on and detail-oriented in daily operations, while also communicating effectively with senior stakeholders.
Required Qualifications, Skills, and Capabilities
- Experience with cap table management, the venture ecosystem, or share plans.
- Experience managing a support function, including team leadership and resource allocation.
- Proactive approach with a commitment to serving as a trusted advisor to customers.
- Exceptional personal, listening, written, and verbal communication skills.
- Demonstrated success in building and nurturing client relationships at multiple levels.
- Ability to lead, motivate, and develop creative solutions to complex problems while managing multiple initiatives and priorities.
- Strong understanding of customer requirements and ability to identify and drive up-sell and cross-sell opportunities.
- Track record of delivering operational efficiencies and process improvements.
- Ability to act as an escalation point and resolve complex customer issues with professionalism and urgency.
- Experience collaborating with product, engineering, and cross-functional teams to optimize client handling and support processes.
Preferred Qualifications, Skills, and Capabilities
- Bachelor’s degree in economics, business, or a related field.
- Experience with cap table or equity plan management is a plus.
- Experience with cloud-based software platforms.
- Project management experience with excellent organizational skills.
- Success-oriented mindset with a focus on customer satisfaction and continuous improvement.
- Superior critical thinking, decision-making, and problem-solving skills.
- Experience designing and implementing scalable customer engagement or enablement programs.
- Familiarity with financial services or technology-driven environments.
ABOUT US JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAMJ.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
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