Sr. Investor Experience Specialist

About Frec:
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.
Learn more about Frec as a company at www.frec.com http://www.frec.com.
The role:
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
- Account openings
- 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

Employment type
FullTime

Work arrangement
No