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About the Role

As an early member of our small Customer Success team, you'll play a critical role in ensuring our clients feel supported, valued, and set up for long-term success. You'll own the full post-onboarding customer relationship, proactively engaging clients, surfacing value, and resolving issues before they escalate. A big part of this role is helping customers develop a deep understanding of direct indexing across multiple strategies, turning complexity into clarity. You'll also help shape the systems and processes that allow us to operate and scale efficiently, reporting directly to Frec's President & CCO.

Responsibilities

Build trusted, long-term relationships with Frec customers as their primary point of contact
Maintain and improve our NPS, Customer Health, and CSAT scores
Identify at-risk accounts early and develop action plans to re-engage them
Improve SLA response times by streamlining workflows and identifying bottlenecks
Implement automations that increase team efficiency and enhance the customer experience
Collect and synthesize customer feedback to inform product priorities
Partner with product and engineering and to surface and prioritize customer-reported issues
Partner with sales and marketing to improve overall customer experience and ensure continuity across different phases of the customer journey
Improve and update Frec’s help center
Provide demos of our platform
Assist with brokerage operations duties: ACATS transfer requests, Cash transfer reviews, Account openings

Requirements

FINRA Licenses: SIE, Series 7, 65 or 66 (active and in good standing)
Experience using and/or improving a customer ticketing SAAS tool
Proficient with using brokerage platforms and Microsoft Office suite (Word and Excel)
Ability to work in a fast-paced, changing environment
An attention to detail and solution oriented thinking
Excellent communication and interpersonal skills

Skills

Direct indexing
Tax loss harvesting

Location

Work Type

Onsite

Experience Level

4-7 years experience, preferably at a fintech/wealthtech

Education Level

Degree from an accredited university or significant relevant experience preferred

About the Company

Our mission is to help create enduring wealth by building tax-aware investment tools once reserved for the ultra-wealthy, empowering investors to hold onto more of what they earn.
In the last year, Frec has been growing exponentially – 50% QoQ growth with over $1B+ in customer assets.
We raised our Series A with Greylock Partners and have an impressive list of other funds and angel investors backing our company.
If you’re looking to join a fast-growing team with high potential, Frec could be the place for you.