Sr. Customer Success Associate

Social Leverage LLC

New York (NY)

On-site

USD 100,000 - 135,000

Full time

14 days+

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Job summary

Social Leverage LLC is seeking an entry-level Customer Success team member in New York, NY. You will play a critical role in ensuring clients feel supported, managing relationships, and improving customer experience. Key responsibilities include building trust, improving NPS scores, and addressing at-risk accounts.

Ideal candidates will have FINRA licenses and 4-7 years of experience in fintech/wealthtech. Proficiency in Microsoft Office and customer service skills are essential. The position offers a salary range of USD 100k-135k per year and requires on-site work at either NYC or SF locations.

Qualifications

4-7 years experience, preferably in fintech/wealthtech.
Ability to work in a fast-paced, changing environment.
Attention to detail and solution-oriented thinking.

Responsibilities

Build trusted, long-term relationships with Frec customers.
Maintain and improve NPS, Customer Health, and CSAT scores.
Identify at-risk accounts early and develop action plans.

Skills

FINRA Licenses: SIE, Series 7, 65 or 66

Experience with customer ticketing SaaS tool

Proficient with Microsoft Office

Customer Relationship Management

Automation

Excellent communication and interpersonal skills

Education

Degree from an accredited university or significant relevant experience

Job description

The role:

As an early member of our small Customer Success team, you'll play a critical role in ensuring our clients feel supported, valued, and set up for long-term success. At Frec, we’re a small team that wears many hats. We’re collaborative by nature and united by a commitment to delivering an exceptional experience for every customer.

You’ll own the full post‑onboarding customer relationship, proactively engaging clients, surfacing value, and resolving issues before they arise. A big part of this role is helping customers develop a deep understanding of direct indexing across multiple strategies, turning complexity into clarity. You’ll also help shape the systems and processes that allow us to operate and scale efficiently, reporting directly to Frec’s President & CCO.

What you bring:

FINRA Licenses: SIE, Series 7, 65 or 66 (active and in good standing)
Experience using and/or improving a customer ticketing SaaS tool
4‑7 years experience, preferably in fintech/wealthtech
Proficient with brokerage platforms and Microsoft Office suite (Word and Excel)
Degree from an accredited university or significant relevant experience preferred
Ability to work in a fast‑paced, changing environment
Attention to detail and solution‑oriented thinking
Excellent communication and interpersonal skills

What you’ll do:

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
Partner with product and engineering to surface and prioritize customer‑reported issues
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
Provide demos of our platform
Assist with brokerage operations duties
- ACATS transfer requests
- Cash transfer reviews
Startup experience as well as familiarity with direct index and tax loss harvesting concepts is a plus! If you’ve worked in a fast‑paced, high‑growth environment, we encourage you to apply even if you don’t meet every requirement listed.