Sr. Investor Experience Specialist

Frec Markets•San Francisco, CA

12d•Onsite

About The Position

Frec is a fast-growing investment technology company focused on tax-aware investment tools. As an early member of its small Investor Experience team, the Sr. Investor Experience Specialist owns the post-onboarding customer relationship, proactively supporting clients, explaining investment strategies, identifying and resolving issues, and helping customers succeed over the long term. The role also helps develop systems and processes that improve operational efficiency and support growth. It reports directly to Frec’s President & CCO and must be performed on-site at the San Francisco location.

Requirements

Active FINRA licenses in good standing: SIE and Series 7, plus Series 65 or 66.
Experience using and/or improving a customer ticketing SaaS tool.
4–7 years of experience, preferably in fintech or wealthtech.
Proficiency with brokerage platforms and Microsoft Office, including Word and Excel.
Working knowledge of margin, leverage, and brokerage-account fees and financing costs.
Attention to detail and solution-oriented thinking.
Excellent communication and interpersonal skills.
Ability to work on-site at the San Francisco location.

Nice To Haves

A degree from an accredited university or significant relevant experience is preferred.
Startup experience.
Familiarity with direct indexing and tax-loss harvesting concepts.
Experience in a fast-paced, high-growth environment.

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 plans to re-engage customers.
Improve SLA response times by streamlining workflows and identifying bottlenecks.
Implement automations to increase team efficiency and enhance the customer experience.
Collect and synthesize customer feedback to inform product priorities.
Investigate customer-reported platform issues and work with product, engineering, and operations teams to resolve and prioritize fixes.
Partner with sales and marketing to improve the customer experience and ensure continuity across phases of the customer journey.
Improve and update Frec’s help center.
Educate customers on investment strategies, including long-short and leveraged portfolios, margin, and fees, and demonstrate the platform.
Assist with brokerage operations, including ACATS transfer requests, cash transfer reviews, account openings, cost basis updates, and stock donation requests.