---
title: 'Product Support Specialist at Arch'
canonical: 'https://feeny.ai/job/product-support-specialist-arch-new-york-4se46d8a0f00'
type: 'job'
last_seen: '2026-09-12'
---

# Product Support Specialist at Arch 

- **Company:** Arch 
- **Location:** New York, NY
- **Compensation:** $95k–$110k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-06-29
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/arch.co/7a2447cf-9398-46a3-941b-a0bef4e8feeb/application

**Skills:** Troubleshooting, Email Support, Instant Messaging, Product Knowledge, Documentation, B2B Support, Fintech, SaaS, Startup Experience, Private Investments

> The Product Support Specialist serves as a key liaison between users and the product, resolving client inquiries via email and instant message. This role involves troubleshooting issues, collaborating with engineering to fix bugs, and mentoring junior team members to enhance the overall user experience.

## Job description

Our Company Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch. Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes. We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale. Client Support Specialist As a Product Support Specialist, you will be a key liaison between our users and our product, playing a pivotal role in delivering a seamless and supportive client experience. You will respond to inbound inquiries, solve user issues, share product expertise, and collaborate cross-functionally to enhance the overall user experience. This is a great opportunity for someone who is enthusiastic about solving problems, eager to learn, and excited about working at the intersection of technology and finance. In this role, you will:

- Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
- Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.
- Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
- Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
- Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
- Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.
- Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.
- Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.

Reach out to us if you:

- Have 2-5 years of experience in a client-facing or support role, preferably in a B2B, fintech, SaaS, or startup setting.
- Have demonstrated experience in a senior support or team lead capacity, and are ready to take on greater ownership beyond your individual workload.
- Have a product-first mentality and are excited to become a product expert.
- Are a driven, positive, and proactive problem-solver with the ability to think on your feet while providing excellent customer service.
- Are an excellent communicator - both written and verbally - with the ability to explain complex topics in a clear and approachable way.
- Feel a strong sense of pride and ownership in your work and always follow through to deliver results.
- Thrive in a stimulating and fast-paced environment.
- Want to learn more about financial technology, investing, and alternative assets (previous exposure to private investments is a plus but not required).

A Note about us: Most of our full-time roles are based onsite at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, move quickly, and deliver exceptional service to our clients. For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location. We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment

Some perks of working for Arch include:

- Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
- Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
- Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
- Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.
- Great office: Our new home at 199 Water Street gives us a beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch.
- Lunch is on Us - We’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well-earned break.

## About Arch 

## Company Overview
- **One-liner**: Arch provides a unified alternatives management platform that automates and digitizes the administration of private investments for allocators, advisors, and their partners.
- **Entity Type**: Private (Series B)
- **Headquarters**: New York City, New York, USA
- **Founded**: 2018
- **Founders**: Ryan Eisenman (CEO), Joel Stein (CTO), Jason Trigg (CPO & COO)

## Core Business
- Primary industry/industries: Financial Services, Fintech, Investment Operations
- Target customers: B2B; targeting institutions, RIAs, multi-family offices, single-family offices, fund administrators, accounting firms, banks, and other allocators and service providers in the alternative investment space.
- Mission or purpose statement: "Our mission is to revolutionize the alternative investment industry by connecting all stakeholders through one unified platform, where cutting-edge technology meets unparalleled collaboration, data-driven insights, and exceptional service. Said differently: Arch is the way to unlock the full value of your alts business." [arch.co](https://arch.co/)

## Products & Services
- **Arch Platform (SaaS)**: A comprehensive, digital operating system for managing the lifecycle of alternative investments. It aggregates data, documents, and communications from across a portfolio (PE, VC, hedge funds, real estate), provides automated insights including AI summaries, streamlines workflows with task management, and facilitates secure collaboration among all stakeholders. Key modules include Aggregation, Insights, Workflows, and Collaboration. [arch.co](https://arch.co/)

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Metric**: Total funding of **$77.5M** (across Seed, Series A, and Series B rounds). LinkedIn reports annual revenue of **$2.1M**, but for a private, VC-backed fintech in a growth phase, total funding is the more prominent metric. [linkedin.com](https://www.linkedin.com/company/archsoftware)
- **Notable Investors/Partners**: Lead investors include **Oak HC/FT** (Series B lead) and **Menlo Ventures** (Series A lead). The company supports over 450 allocators, including 150 single-family offices, 100 RIAs, and 4 of the top 20 global banks. [builtin.com](https://builtin.com/company/arch-0) [linkedin.com](https://www.linkedin.com/company/archsoftware)
- **Growth Signals**:
  - Secured a **$52M Series B** in October 2025, indicating strong investor confidence. [linkedin.com](https://www.linkedin.com/company/archsoftware)
  - Manages over **$250 billion in private assets**. [builtin.com](https://builtin.com/company/arch-0)
  - Rapid **headcount growth of +57.3% year-over-year**, now with over 227 employees (Aug 2026 data). [linkedin.com](https://www.linkedin.com/company/archsoftware)
  - Active job postings have grown **+107.1% year-over-year**, with 29 open roles. [linkedin.com](https://www.linkedin.com/company/archsoftware)
  - LinkedIn follower base grew **+78.2% year-over-year**. [linkedin.com](https://www.linkedin.com/company/archsoftware)

## Competitive Advantages
- **Unified Platform**: Combines data aggregation, document management, workflow automation, and collaboration into a single platform, replacing fragmented manual processes for an industry known for its heavy reliance on PDFs, spreadsheets, and email.
- **AI-Powered Insights**: Integrates AI to summarize complex documents like investor letters, saving clients significant time and providing a modern edge over legacy methods.
- **Strong Network Effects**: As more investors, fund managers, and service providers use the platform, it becomes more valuable for all parties, creating a powerful ecosystem lock-in.
- **Focus on a High-Value Niche**: The alternative investment administration market is large, complex, and underserved by modern technology. Arch’s deep specialization provides a defensible position.

## Strategic Focus
- **Product Expansion**: Likely focused on expanding the depth and breadth of its platform modules (e.g., Insights, Workflows) and integrations with other key financial systems.
- **Scaling Client Base**: Broadening its reach from single-family offices and RIAs to larger institutions and global banks, as evidenced by its Series B raise and enterprise client wins.
- **Talent Acquisition**: Aggressively hiring to scale its engineering, product, sales, and operations teams to meet growing demand. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/arch.co) [linkedin.com](https://www.linkedin.com/company/archsoftware)

## Why Work Here
- **Culture & Team**: Describes itself as a "tight-knit New York City team" with a culture of "caring" for clients, product excellence, and team well-being. They seek "dynamic and driven teammates with a strong bias for action." [arch.co](https://arch.co/team.html)
- **Work Policy**: Operates on an **In-Office** model from their New York City headquarters. [builtin.com](https://builtin.com/company/arch-0)
- **Growth Stage**: As a well-funded Series B company with rapid revenue and headcount growth, employees have opportunities to work on complex, impactful problems and grow their careers alongside the company.
- **Notable Perks**: Employee benefits include **healthcare, dental, and vision insurance; equity/stock options; generous parental leave; daily free meals and snacks; commuter benefits; and a focus on promotion from within.** [builtin.com](https://builtin.com/company/arch-0) [arch.co](https://arch.co/team.html)

## Sources
1. [arch.co](https://arch.co/)
2. [builtin.com](https://builtin.com/company/arch-0)
3. [arch.co/team.html](https://arch.co/team.html)
4. [linkedin.com](https://www.linkedin.com/company/archsoftware)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/arch.co)

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