Sr. Customer Success Associate
About The Position
Our mission is to help create enduring wealth. To do this, we don't promise shortcuts or magic strategies. We respect the realities of investing as it actually works, and challenge the long-standing assumption that returns and taxes belong in separate conversations. By building tax-aware investment tools once reserved for the ultra-wealthy, Frec empowers 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. Learn more about Frec as a company at www.frec.com. Please visit frec.com to learn more about us.
Requirements
- 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)
- Ability to work in a fast-paced, changing environment
- An attention to detail and solution oriented thinking
- Excellent communication and interpersonal skills
Nice To Haves
- Degree from an accredited university or significant relevant experience preferred
- Startup experience as well as familiarity with direct index and tax loss harvesting concepts is a plus!
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
