Member Experience Pro: Delight Members & Onboard

XY Planning Network; Bozeman (MT); On-site; USD 59,000 - 73,000; Full time

Benefits offered by this job

ESOP

Unlimited vacation

9 paid holidays

401(k) with match

Parental leave

Job summary

XY Planning Network is seeking a Customer-obsessed Member Experience Specialist to blend customer service and success, ensuring members receive thoughtful, responsive support across email, chat, and video. You’ll learn XYPN memberships deeply, guiding members to benefits and resources with a consultative approach.

You’ll respond quickly and clearly, onboard members via 1:1 Zoom, manage CRM notes in HubSpot, and collaborate with cross-functional teams to continuously improve member experience.

Qualifications

• Experience in customer service, customer success, or customer experience.
• Excellent written communication with clarity and accuracy.
• Strong verbal communication and empathy.
• Ability to manage multiple channels (email, phone, video).
• Comfort with using HubSpot, Help Scout, Monday.com, Stripe, Zoom.

Responsibilities

• Serve as primary point of contact for XYPN members across channels.
• Respond to questions via Help Scout with fast, high-quality replies.
• Conduct 1:1 Zoom meetings for onboarding and annual reviews.
• Provide high-quality verbal phone support.
• Administer workflows in Monday.com and log interactions in HubSpot.
• Collaborate with Compliance, Partnerships, and Advisor Engagement teams.
• Improve self-help knowledge base for scalable support.
• Travel to Bozeman, MT for retreats and XYPN LIVE events.

Skills

Customer service

Written communication

Verbal communication

Empathy

Tech-savviness

Problem solving

Team player

Self-starter

Organization

Tools

HubSpot

Help Scout

Monday.com

Stripe

Zoom

Job description

XY Planning Network is seeking a Customer-obsessed Member Experience Specialist to blend customer service and success, ensuring members receive thoughtful, responsive support across email, chat, and video. You’ll learn XYPN memberships deeply, guiding members to benefits and resources with a consultative approach.

You’ll respond quickly and clearly, onboard members via 1:1 Zoom, manage CRM notes in HubSpot, and collaborate with cross-functional teams to continuously improve member experience.