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. At Frec, we're a small team that wears many hats. We're collaborative by nature and united by a commitment to delivering an exceptional experience for every customer.
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.
What you bring:
- FINRA Licenses: SIE, Series 7, 65 or 66 (active and in good standing)
- Experience using and/or improving a customer ticketing SAAS tool
- 4-7 years experience, preferably at a fintech/wealthtech
- Proficient with using brokerage platforms and Microsoft Office suite (Word and Excel)
- Degree from an accredited university or significant relevant experience preferred
- Ability to work in a fast-paced, changing environment
- An attention to detail and solution oriented thinking
- Excellent communication and interpersonal skills
What you'll do:
- 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
Startup experience as well as familiarity with direct index and tax loss harvesting concepts is a plus! If you've worked in a fast-paced, high-growth environment, we encourage you to apply even if you don't meet every requirement listed.
Location:
- Must be able to work on site from NYC or SF location
