Senior Investor Experience Architect

Social Leverage LLC; San Francisco (CA); On-site; USD 95,000 - 125,000; Full time

Job summary

Frec is seeking an Associate in Investor Experience to own post-onboarding client relationships, surface value, and resolve issues. You will guide clients through direct indexing strategies, long-short and leveraged portfolios, and cost structures while shaping scalable processes reporting to Frec's leadership.

You’ll help maintain customer health metrics, educate clients, and collaborate with product, engineering, and ops to fix issues and drive retention. SF on-site.

Qualifications

• FINRA licenses SIE, Series 7, 65 or 66 in good standing.
• Experience using and/or improving a customer ticketing SaaS tool.
• 4-7 years in fintech/wealthtech preferred.
• Familiar with brokerage platforms and margin concepts.
• Proficient with Word and Excel and Office suite.
• Understanding of fees and financing costs in brokerage accounts.
• Degree or significant relevant experience preferred.
• Detail-oriented with solution-focused thinking.
• Excellent communication and interpersonal skills.

Responsibilities

• Build trusted, long-term relationships with Frec customers as their primary contact.
• Maintain and improve NPS, Customer Health, and CSAT scores.
• Identify at-risk accounts early and plan re-engagement actions.
• Improve SLA response times by streamlining workflows and bottlenecks.
• Implement automations to increase team efficiency and experience.
• Collect and synthesize customer feedback to guide product priorities.
• Investigate issues across the platform and coordinate with product, engineering, and ops.
• Collaborate with sales and marketing to improve overall customer experience.
• Update Frec’s help center and educate customers on strategies like long-short, margin, and fees.
• Assist with brokerage operations: ACATS transfers, cash transfers, cost basis and stock donations.
• Startup experience and direct index familiarity are a plus.

Skills

FINRA Licenses

Ticketing SaaS

Experience 4-7 years fintech

Brokerage platforms

Microsoft Office

Margin & leverage knowledge

Attention to detail

Solution-oriented thinking

Communication skills

Interpersonal skills

Education

Degree or significant relevant experience

Tools

Microsoft Office

Job description

Frec is seeking an Associate in Investor Experience to own post-onboarding client relationships, surface value, and resolve issues. You will guide clients through direct indexing strategies, long-short and leveraged portfolios, and cost structures while shaping scalable processes reporting to Frec's leadership.

You’ll help maintain customer health metrics, educate clients, and collaborate with product, engineering, and ops to fix issues and drive retention. SF on-site.