Facet
Member Experience Service Specialist
United States
Sponsorship not specified$60k-$75kDetected 44 days ago
SalesforceCommunicationProblem Solving
About the role
- By removing asset minimums, we provide holistic planning that goes far beyond investments to address every way money impacts life.
- This model allows Facet to integrate advice into our members' entire financial picture-all for an affordable, flat membership fee.
- Our commitment to innovation and member success has earned national recognition, including being ranked the #1 Best Financial Advisory Firm 2025 by USA TODAY and named to Newsweek's list of America's Top Financial Advisory Firms 2025.
Responsibilities
- High-Touch Member Support: Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom).
- Communication Excellence: Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction.
- Frictionless Scheduling: Strategically optimize your calendar to maximize availability for live member calls, ensuring a seamless booking experience for those who need immediate help.
- The "Voice of the Member": Actively document common user pain points discovered during live interactions, partnering with our Product and Engineering teams to solve issues at the root.
- Relationship Builder: A natural ability to build rapport quickly over the phone, putting members at ease even during complex technical or financial conversations.
- You will spend your day engaging deeply with our members via phone, email, and Zoom, acting as their dedicated guide through platform navigation, billing structures, and investment support workflows.
- You won't just be closing tickets; you'll be building trust, providing "white-glove" technical walkthroughs, and ensuring every member feels confident navigating their financial future.
- Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom).
- Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction.
Requirements
- Ability to translate complex brokerage terminology and investment concepts into simple, actionable terms for the everyday consumer.
- Support Expertise: 2-3 years of experience managing a high-volume queue in a client-facing support role (via Phone, Zoom, and Email).
- In this role, you are the voice and face of Facet.
Nice to have
- 2-3 years of experience managing a high-volume queue in a client-facing support role (via Phone, Zoom, and Email).
- Experience working with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse is preferred.
Compensation
- $60,000-$75,000 base salary + bonus Equity Flexible PTO All the
Benefits
- $60,000-$75,000 base salary + bonus
Company info
- Facet was founded in 2016 on the belief that objective, personalized financial advice is essential to living well.
- Our mission is to empower people to live more enriched lives by delivering a new standard of advice.
- Our team of CFP® professionals are at the core of our service and are empowered by our best-in-class support teams and proprietary technology platform.
- 16, 2025)*, we are proud to be redefining the industry for our members and our team alike.
- At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do.
- We are seeking a Member Experience Service Specialist who thrives on complex problem-solving-someone who can seamlessly transform product, service, and billing inquiries into moments of delight and resolution.
This listing is sourced directly from Facet's careers page and normalized into a canonical job model.