Sr. Investor Experience Specialist

Frec; 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

Our mission is to help create enduring wealth. To do this, we don't promise shortcuts or magic strategies. We respect the realities of investing as it actually works, and challenge the long-standing assumption that returns and taxes belong in separate conversations. By building tax-aware investment tools once reserved for the ultra-wealthy, Frec empowers investors to hold onto more of what they earn.

In the last year, Frec has been growing exponentially – 50% QoQ growth with over $1.5B+ in customer assets. We raised our Series A with Greylock Partners and have an impressive list of other funds and angel investors backing our company. If you’re looking to join a fast-growing team with high potential, Frec could be the place for you.

As an early member of our small Investor Experience 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 escalate. A big part of this role is helping customers develop a deep understanding of direct indexing across multiple strategies, including long-short and leveraged portfolios, margin, and fees, 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 of experience, preferably at a fintech/wealthtech

Proficient with using brokerage platforms and Microsoft Office suite (Word and Excel)

Working 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

An 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

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, from long-short and leverage to margin and fees, including demos of our platform

Assist with brokerage operations duties:

ACATS transfer requests

Cash transfer reviews

Cost basis updates and stock donation requests

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.

Location:

Must be able to work on-site from SF location

Location San Francisco, CA, USA

Work Mode On-site

Seniority Associate

Company Size 11-50 employees

Skills Customer Relationship Management Customer Support Detail Oriented Interpersonal Communications Microsoft Office