Member Experience Specialist - Remote High-Touch Support

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

Benefits offered by this job

Equity

Flexible PTO

Medical, dental, and vision insurance

401(k) with employer match

Disability and life insurance options

Paid parental leave

Work from anywhere in the US

Job summary

Facet was founded in 2016 to deliver objective, personalized financial advice through a new standard of service. We are seeking a Member Experience Service Specialist who thrives on solving complex problems and transforming 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, billing structures, and investment support workflows.

Qualifications

• 2–3 years of experience managing a high-volume queue in a client-facing support role (via Phone, Zoom, and Email).
• Experience with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse is preferred.
• Strong ability to build rapport quickly over the phone and guide users through complex conversations.

Responsibilities

• High-Touch Member Support across phone, email, chat, and live video (Zoom).
• Manage inquiries with responsiveness, clarity, and closing the loop on every interaction.
• Optimize calendar for live member calls and easy scheduling.

Skills

High-volume support

Phone support

Zoom/Video calls

Relationship building

Screen sharing

Technical troubleshooting

Financial literacy

Tools

Salesforce Service Cloud

Job description

Facet was founded in 2016 to deliver objective, personalized financial advice through a new standard of service. We are seeking a Member Experience Service Specialist who thrives on solving complex problems and transforming 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, billing structures, and investment support workflows.