Member Support Specialist

Fruitful

4d•Remote

About The Position

Fruitful is the financial membership that transforms every paycheck into progress—guided by experts and powered by AI automation. Through our proprietary Money Map, Fruitful converts financial advice into a personalized money system that automates someone's entire financial life with a single click—closing the long-standing execution gap in financial planning. Members partner with a dedicated CERTIFIED FINANCIAL PLANNER® who designs and oversees their Money Map, allocating income across bills, spending, savings, and investments, putting their money on autopilot to drive measurable progress. We're looking for an incredible person to join our Hospitality team and help push Fruitful forward. Fruitful has the opportunity to be more affordable, accessible, and comprehensive than anyone in the industry, and it starts with a world-class member experience… Ready to help us build it? Our Hospitality team goes beyond traditional customer service, offering members exceptional care at every step of their journey. As our first dedicated Member Support Specialist, you'll be the consistent, knowledgeable voice our members rely on — handling day-to-day support while helping us build the systems, documentation, and processes that will shape how this function grows.

Requirements

2–3 years of experience in a member-facing, customer-facing, or support role
Strong written communication skills — you write clearly, warmly, and without jargon
A genuine care for the people you're helping, not just closing tickets but actually solving problems
Highly organized and able to manage your own time and priorities in a remote environment
Energized by process and improvement — you notice when something keeps breaking and want to fix it
Comfortable with ambiguity and working somewhere that's still being figured out

Nice To Haves

Familiarity with a support tool like Zendesk, Intercom, or Freshdesk is a plus
Experience in fintech, banking, or financial services is a plus (but not required)

Responsibilities

Own the member support queue end-to-end — triaging, responding to, and resolving inbound email inquiries with care and consistency
Handle phone callbacks from our main support line, returning calls within defined SLA windows
Manage membership and account inquiries including cancellations, billing questions, banking and account servicing issues
Identify and escalate issues that require input from our Guidance, Bank / Investing Ops, or Engineering teams
Contribute to building our internal knowledge base, macro library, and documentation
Flag recurring issues and help develop solutions so the same problems stop landing in the queue
Support new hire onboarding as the team grows, sharing what you know about common member questions and how to handle them well