Member Experience Service Specialist

Facet

Member Experience Service Specialist providing high-level support to clients in the United States. Engaging through phone, email, and Zoom to enhance client interactions and resolve challenges.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $75,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom).
Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction.
Strategically optimize your calendar to maximize availability for live member calls, ensuring a seamless booking experience for those who need immediate help.
Actively document common user pain points discovered during live interactions, partnering with our Product and Engineering teams to solve issues at the root.
Proactively reach out to members who have reported less-than-ideal experiences (low CSAT/NPS) to actively listen, learn, and turn their experience around.

Requirements

What you’ll need

2–3 years of experience managing a high-volume queue in a client-facing support role (via Phone, Zoom, and Email).
Experience working with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse is preferred.
A natural ability to build rapport quickly over the phone, putting members at ease even during complex technical or financial conversations.
Confident using screen-sharing tools and modern help desk software (Salesforce Service Cloud) to diagnose digital workflows and guide members in real time.
Ability to translate complex brokerage terminology and investment concepts into simple, actionable terms for the everyday consumer.
A resilient, self-started mindset. You take extreme ownership of your queue and thrive in a fast-paced, fully remote environment.

Benefits

Comp & perks

$60,000-$75,000 base salary + bonus
Equity
Flexible PTO
All the benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long term disability coverage (paid by Facet), life insurance options and paid parental leave
Certification reimbursement program
Work from anywhere in the US

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

client-facing supporthigh-volume queue managementbrokerage terminologyinvestment conceptsscreen-sharing toolshelp desk softwareSalesforce Service Cloud

Soft Skills

empathyresponsivenessclarityrapport buildingactive listeningproblem-solvingownershipresilienceself-starteradaptability