Member Experience Specialist

About XYPN

XYPN is the only turnkey advice and planning platform that makes it possible for fee-only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back-office and client support services.

This is an opportunity to join a company on a mission to help others—and you—live your best lives.

About the role

Our Member Experience Specialists are the primary point of contact for our members s is a full-time role for a conscientious, kind individual with a passion for creating smiles and delivering smart, thoughtful service, both written and verbal.

This role blends customer service and customer success to ensure our members receive the best possible experience. You’ll support members with prompt, thorough, and warm service they’ll be excited to share with their peers. You’ll also become fluent in our membership offerings, helping members fully maximize their (many!) member benefits.

The ideal candidate will have strong communication skills, be a self-starter, and bring a “don’t stop until I have the answer” mindset. You’ll quickly build a deep understanding of our membership offerings and services and be able to clearly and enthusiastically communicate them to members across video, phone, and email.

What you'll be doing

• Become an expert in the XYPN membership offering, serving as a primary point of contact for members across multiple support channels and upholding XYPN's communication standards
• Be a wizard in email support! Respond to member questions via our ticketing software (Help Scout) with fast, thoughtful, and high-quality written support
• Support members through 1:1 Zoom meetings, including onboarding, annual membership reviews, and consultation calls. Take a consultative approach to these meetings by proactively connecting members to relevant resources (benefits, education, community, etc.)
• Provide high-quality verbal phone support throughout the workday (yes, old-fashioned human phone support)
• Administration of key internal workflows in , including onboarding, offboarding, failed payments, technology administration, and at-risk member outreach
• Maintain accurate and thorough documentation of member feedback and interactions in our CRM, Hub Spot
• Collaborate with cross-functional teams (Compliance, Partnerships, Advisor Engagement, etc.) to better understand and support evolving member needs
• Contribute to the ongoing improvement of internal resources (i.e., the member self-help knowledge base) to support consistent and scalable member support
• Be available for required travel to Bozeman, MT for retreat events (~2x per year) and travel for our annual conference, XYPN LIVE
• Collaborate with other Member Experience Specialists to learn from each other and continuously improve team practices
• Understand a member’s utilization of their benefits and seamlessly make recommendations to leverage other benefits resources!
• Always be looking for ways to increase members' community involvement by connecting them to study groups, networking opportunities, and of course, other XYPN members!
• Take thorough notes on each member call and log notes and feedback in our CRM, Hub Spot!

Measurables:

• # of member meetings and calls held
• # of members helped through email
• Email first response time and support happiness score
• MX Member Engagement Rate

The Deets:

Start Date: Immediately

Status: Full-time (40 hours per week with flexible schedule)

Team: Member Success

Reports To: Member Experience Manager

Direct reports: None

Travel: Up to 10% travel (e.g., 2-3 weeks /year) required for team retreats and other company events

What you bring to the table:

(If you…