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About the Role
As an early member of the Investor Experience team, you will play a critical role in ensuring clients feel supported, valued, and set up for long-term success. You will own the full post-onboarding customer relationship, proactively engaging clients, surfacing value, and resolving issues before they escalate. A significant part of this role involves helping customers understand direct indexing strategies, turning complexity into clarity. You will also help shape systems and processes for efficient operation and scaling, 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 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
- Investigate customer-reported issues across the platform and partner with product, engineering, and ops to resolve and prioritize fixes
- 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
- Educate customers on strategies, including long-short and leverage, margin, and fees, including platform demos
- Assist with brokerage operations duties, including ACATS transfer requests, cash transfer reviews, account openings, cost basis updates, and stock donation requests
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)
- Working knowledge of margin, leverage, and how fees and financing costs work in a brokerage account
- An attention to detail and solution-oriented thinking
- Excellent communication and interpersonal skills
Skills
- Direct indexing
- Long-short portfolios
- Leveraged portfolios
- Margin
- Fees
- Tax-aware investing
- Customer ticketing SAAS tool
- Brokerage platforms
- Microsoft Office Suite
- Direct index
- Tax loss harvesting
Location
- SF location
Work Type
- On-site
Experience Level
- 4-7 years of experience
- preferably at a fintech/wealthtech
Education Level
- Degree from an accredited university or significant relevant experience preferred
About the Company
- Frec's 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.
- Frec has experienced exponential growth, with 50% QoQ growth and over $1.5B+ in customer assets.
- The company raised its Series A with Greylock Partners and has backing from other funds and angel investors.
- Frec is a fast-growing team with high potential.