Member Experience Service Specialist

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. By removing asset minimums, we provide holistic planning that goes far beyond investments to address every way money impacts life. 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. 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. With an A+ BBB Rating and a Trustpilot “Excellent” score (as of Sept. 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. In this role, you are the voice and face of Facet. 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. Your Day-To-Day 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. Service Recovery: Proactively reach out to members who have reported less-than-ideal experiences (low CSAT/NPS) to actively listen, learn, and turn their experience around.