Member Experience Service Specialist

Facet; United States; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Equity

Flexible PTO

Healthcare benefits

401(k) with employer match

Disability coverage

Life insurance

Parental leave

Remote work (US-wide)

Job summary

Facet is seeking a Member Experience Service Specialist who thrives on complex problem-solving and can transform product, service, and billing inquiries into moments of delight and resolution. You will be the voice and face of Facet, engaging members via phone, email, and Zoom, guiding them through platform navigation and investment support workflows.

You will build trust with white-glove walkthroughs, document common pain points for product teams, and proactively reach out to members with low

Qualifications

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

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.

Skills

High-volume support

Relationship building

Tech-savvy

Financial literacy

Startup mindset

Tools

Salesforce Service Cloud

Screen sharing tools

Job description

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. By removing asset minimums, we provide holistic planning that goes far beyond investments to address every way money impacts life. Our team of CFP® professionals are at the core of our service and are empowered by our best-in-class support teams and proprietary technology platform. This model allows Facet to integrate advice into our members’ entire financial picture—all for an affordable, flat membership fee.

Our commitment to innovation and member success has earned national recognition, including being ranked the #1 Best Financial Advisory Firm 2025 by USA TODAY and named to Newsweek’s list of America’s Top Financial Advisory Firms 2025. With an A+ BBB Rating and a Trustpilot “Excellent” score (as of Sept. 16, 2025)*, we are proud to be redefining the industry for our members and our team alike.

At Facet, 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 spend your day engaging 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.


• $60,000-$75,000 base salary + bonus


• Equity


• Flexible PTO


• All the benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long term disability coverage (paid by Facet), life insurance options and paid parental leave


• Work from anywhere in the US

*Facet was ranked #1 Best Financial Advisory Firm 2025 by USA TODAY in April 2025 who partnered with Statista to rank the top 500 RIAs. Recommendations were collected via an independent survey among over 30,000 individuals. self-recommendations were prohibited, and no compensation was provided for the ranking. Facet has been Accredited with the Better Business Bureau® since June 2025, and as of February 2026 holds an A+ BBB Rating. This Accreditation does not imply BBB approval or endorsement. Plant-A Insights Group and Newsweek partnered to identify America's Top Financial Advisory Firms 2025. This analysis was performed with data as of September 2024 and reviewed over 15,000 financial advisories registered with the SEC. These rankings prepared by Plant-A reflect editorial content and no compensation was provided by Facet in connection with America's Top Financial Advisory Firms 2025." As of February 25, 2026; Facet has a 4.8 star rating with TrustPilot.com. TrustPilot uses a formula for calculation that considers three factors: time span, frequency, and Bayesian average. After the calculation, a TrustScore is then visualized into a star rating from 1 to 5 stars, including half stars. Facet’s star rating is calculated from reviews from January of 2022 to present day. Daily star rating may fluctuate. Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews and Facet has not made any payments in offer or receipt of any reviews.