Member Experience Service Specialist - Facet

Facet was founded in 2016 on the belief that objective, personalized financial advice is essential to living well. Our mission is to empower people to live more enriched lives by delivering a new standard of advice. We remove asset minimums to provide holistic planning that goes far beyond investments, addressing every way money impacts life. Our team of CFP® professionals, supported by best-in-class teams and proprietary technology, integrates advice into our members’ entire financial picture for an affordable, flat membership fee.

We are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Service Specialist who thrives on complex problem-solving—someone who can seamlessly transform product, service, and billing inquiries into moments of delight and resolution.

In this role, you are the voice and face of Facet. You will engage deeply with our members via phone, email, and Zoom, acting as their dedicated guide through platform navigation, billing structures, and investment support workflows. You won’t just be closing tickets; you’ll be building trust, providing "white-glove" technical walkthroughs, and ensuring every member feels confident navigating their financial future.

Your Day-To-Day Responsibilities

• High-Touch Member Support: Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom).
• Communication Excellence: Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction.
• Frictionless Scheduling: Strategically optimize your calendar to maximize availability for live member calls, ensuring a seamless booking experience for those who need immediate help.
• The "Voice of the Member": Actively document common user pain points discovered during live interactions, partnering with our Product and Engineering teams to solve issues at the root.
• Service Recovery: 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

• Support Expertise: 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.
• Relationship Builder: A natural ability to build rapport quickly over the phone, putting members at ease even during complex technical or financial conversations.
• Tech-Savvy Facilitator: Confident using screen-sharing tools and modern help desk software (Salesforce Service Cloud) to diagnose digital workflows and guide members in real time.
• Financial Literacy: Ability to translate complex brokerage terminology and investment concepts into simple, actionable terms for the everyday consumer.
• Startup Stamina: A resilient, self-started mindset. You take extreme ownership of your queue and thrive in a fast-paced, fully remote environment.

Benefits

• $60,000-$75,000 base salary + bonus
• Equity
• Flexible PTO
• Medical, dental, and vision insurance
• 401(k) with employer match
• Short and long term disability coverage (paid by Facet)
• Life insurance options
• Paid parental leave
• Certification reimbursement program
• Work from anywhere in the US