About Alumni Ventures
Alumni Ventures is one of the world’s most active venture capital platforms, with $1.4B+ in assets raised and investments in 1,300+ companies. Our network of 850,000+ members and 40+ dedicated investors connects accredited individuals to high-quality venture deals—typically reserved for institutions—through our alumni-driven communities and diversified co-investment strategy. With offices in Boston, New York, Chicago, Menlo Park, and Manchester, NH, we’re rapidly growing and committed to fueling entrepreneurial success while developing the next generation of VC professionals.
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About the Role
The Investor Services and Operations Associate is responsible for resolving individual service requests from investors and prospects, ensuring an exceptional client experience across every touchpoint.
This role plays a critical part in ensuring Alumni Ventures (AV) delivers best-in-class service to its investors and prospects. You will oversee and continuously improve the resolution of inbound requests during fundraising campaigns and throughout the year. Acting as a central link between the Community, Sales, and Investor Relations teams, you’ll ensure high-quality support through AV’s playbooks and ticketing systems.
Success in this role will be measured by the speed, accuracy, and professionalism in resolving customer service requests, ultimately enhancing investor satisfaction and engagement.
This is a full-time position based in our Manchester, NH, headquarters, reporting to the Director of Investor Relations under the general direction of AV’s Co-Founder & Chief Community Officer. The position requires a background in customer service, project and team management, Hubspot CRM or similar platform experience and a “builder” mentality
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What You’ll Do
- Support AV’s existing customers by ensuring timely, high-quality responses to all inquiries via email and phone
- Lead, train, and support the Community Relations team to deliver exceptional, white-glove service to investors and prospects
- Serve as a subject matter expert for AV’s fundraising playbook, refining and operationalizing it to drive results
- Foster a collaborative, supportive culture aligned with AV’s North Stars and leadership principles
- Collaborate across departments to enhance customer satisfaction and deliver a consistent, high-touch service experience
- Translate team, customer, and prospect feedback into actionable improvements for service, processes, and tools
- Track and analyze customer satisfaction metrics; implement initiatives to improve responsiveness, resolution times, and overall experience
- Maintain accurate data entry and ensure compliance with policies, SOPs, regulatory requirements, and SLA standards
- Identify and mitigate operational risks while optimizing processes for efficiency, scalability, and service quality
- Leverage technology, including AI and automation, to streamline workflows and enhance customer engagement
- Shape and communicate key marketing themes and messages
- Advise on new fund/product launches to maximize investor value
- Model AV’s values and contribute positively to the company’s culture
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Who You Are
- 1 - 3+ years of professional experience, preferably in customer service and/or sales to high-net-worth individuals
- Experience engaging sophisticated audiences via email and phone
- Proficiency with HubSpot CRM or similar platforms
- Strong work ethic, professional demeanor, and relationship-building skills
- Active listener and problem solver with the ability to make informed, timely decisions
- Demonstrated experience improving processes and operational capabilities
- Ability to manage multiple priorities in a fast-paced environment
- Working knowledge of the venture capital asset class and industry
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Nice To Have
- Strong interest in entrepreneurship and venture capital
- Intellectual curiosity and passion for continuous learning
- Ability to communicate big-picture objectives while executing multiple initiatives
- Hands-on experience with Jira Service Management, JQL, NetSuite, or similar tools
- Comfortable leveraging technology, including AI and automation, to improve service delivery
- Proven ability to act on customer experience metrics to drive measurable improvement
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