Implementation & Support Specialist

Luminary
New York
Workplace: HybridFull timeUSD 100,000 - 120,000 annuallyFunction: Customer Support (Service Desk)Experience: 2-4 yearsSkills: ["Documentation","Process orientation","Judgment","Responsiveness","Empathy"]

Own day-to-day onboarding and support for new customers, including tenant setup/configuration, training delivery, and hands-on troubleshooting through go-live. Act as a product expert, resolving inbound support requests and escalating when needed. Continuously improve onboarding and support playbooks and documentation, surface recurring themes to inform the product roadmap, and collaborate closely with Customer Success Managers to make onboarding seamless.

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FursaFursa
Luminary
Luminary
2 days ago

Implementation & Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own day-to-day onboarding and support for new customers, including tenant setup/configuration, training delivery, and hands-on troubleshooting through go-live. Act as a product expert, resolving inbound support requests and escalating when needed. Continuously improve onboarding and support playbooks and documentation, surface recurring themes to inform the product roadmap, and collaborate closely with Customer Success Managers to make onboarding seamless.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own new client onboarding execution, including tenant setup/configuration, joining alignment calls, training delivery, and go-live support.
  • •Serve as a product expert by resolving inbound support requests directly and escalating to the right team when needed.
  • •Execute and continuously improve onboarding and support playbooks, Luminary Academy content, and supporting documentation.
  • •Surface recurring onboarding and support themes to inform the product roadmap.
  • •Collaborate with Customer Success Managers while providing tactical onboarding and product expertise.

Pay and Benefits

Salary: USD 100,000 - 120,000 annually
Perks:Health InsurancePaid LeaveParental Leave401kLearning BudgetWellness Stipend

Key Requirements

  • •2-4 years of experience in wealth management or a customer-facing onboarding/implementation/support role in B2B fintech SaaS.
  • •Build deep platform expertise and translate it into clear training and support for non-technical users.
  • •Strong process orientation with a habit of documenting and systematizing how work gets done.
  • •Detail-oriented, highly responsive, and able to decide when to resolve directly versus escalate.
  • •High agency and proactive, with resilient, empathetic, accountable, low-ego working style.
Experience:2-4 yearsWealth managementFintechB2B SaaS
Skills:DocumentationProcess orientationJudgmentResponsivenessEmpathy

Company Brief

Luminary
Luminary provides an AI-powered platform that digitizes trust and estate documents, creates structured records, visualizations, and what-if analyses to help wealth managers, family offices, and professional advisors streamline estate planning. ([withluminary.com](https://www.withluminary.com/))
Industry: Wealth Management
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Funding: Seed
Headquarters: New York, United States. ([linkedin.com](https://www.linkedin.com/company/withluminary))
Founded: 2022
WebsiteLinkedIn