Senior Investor Experience Lead - On-Site SF

Frec Markets, Inc.; San Francisco (CA); Vor Ort; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Frec Markets, Inc. in San Francisco, CA is seeking an early member of our Investor Experience team. You will own the full post-onboarding customer relationship, proactively engaging clients, surfacing value, and resolving issues to ensure long-term success.

You will explain direct indexing concepts across multiple strategies and help scale operations. The role requires FINRA licenses (SIE, Series 7, 65 or 66 in good standing), 4–7 years in fintech, and strong communication skills.

Qualifikationen

• Active FINRA licenses (SIE, Series 7, 65 or 66) in good standing.
• Experience using and/or improving a customer ticketing SAAS tool is preferred.
• 4–7 years of experience, preferably in fintech/wealthtech.
• Proficient with brokerage platforms and MS Office (Word/Excel).
• Knowledge of margin, leverage, and how fees and financing costs work in a brokerage account.
• Degree from an accredited university or significant relevant experience preferred.
• Attention to detail and solution-oriented thinking.
• Excellent communication and interpersonal skills.

Aufgaben

• Build trusted, long-term relationships with Frec customers as their primary point of contact.
• Maintain and improve our NPS, Customer Health, and CSAT scores.
• Identify at-risk accounts early and develop action plans to re-engage them.
• Improve SLA response times by streamlining workflows and identifying bottlenecks.
• Implement automations that increase team efficiency and enhance the customer experience.
• Collect and synthesize customer feedback to inform product priorities.
• Investigate customer-reported issues across the platform and partner with product, engineering, and ops to resolve and prioritize fixes.
• Partner with sales and marketing to improve overall customer experience and ensure continuity across different phases of the customer journey.
• Improve and update Frec’s help center.
• Educate customers on our strategies, including long-short and leverage, margin and fees, with demos of the platform.
• Assist with brokerage operations duties: ACATS transfers; cash transfer reviews; account openings; cost basis updates and stock donation requests.

Kenntnisse

FINRA Licenses

Customer Success

Fintech experience

Brokerage platforms

MS Office

Ausbildung

University degree

Tools

CRM tools

Jobbeschreibung

Frec Markets, Inc. in San Francisco, CA is seeking an early member of our Investor Experience team. You will own the full post-onboarding customer relationship, proactively engaging clients, surfacing value, and resolving issues to ensure long-term success.

You will explain direct indexing concepts across multiple strategies and help scale operations. The role requires FINRA licenses (SIE, Series 7, 65 or 66 in good standing), 4–7 years in fintech, and strong communication skills.