Member & Product Support Associate Job Description – Posted 3/21/2024
(Fully Remote)
Member & Product Support Associate Job Description
Member Service:
– Respond to member questions & comments via email
– Issue refunds as needed
– Log feedback/suggestions
– Troubleshoot issues identified by yourself or members and bring to the attention of proper team members to fix (or fix it yourself)
– Assist with enterprise/group relationships (set up accounts, maintain relationships)
– Handle billing and accounts receivable of group membership
– Assist in weekly/monthly data reporting
– Help to maintain fpPathfinder support articles and videos
Product Support:
– Upload new guides (set up interactive versions, check linking). 1-2 new guides added each month, 100+ guides updated at the end of each year.
– Track status of guides being updated in ASANA
– Update/Maintain Content on Key Membership Pages
– Test new website features as they are rolled out (quality assurance)
Marketing Support
– Hosting Live Webinar Demos via Zoom
– Answer inbound inquiries from prospects
– Support marketing efforts as needed to develop content
– Gather data
Ideal Candidate
– The ideal candidate would have some of (or, even better, all of) the following traits:
– An immaculate attention to detail and known for being extremely thorough
– Self-motivated enough to work in a virtual environment with limited supervision
– Comfortable working in technology (WordPress, Active Campaign, Stripe, Google Analytics Help Scout)
– Experience working with (or for) financial advisors
– Knowledge of the financial services industry
Compensation
– $50,000-$65,000
– Quarterly bonus available, up to 3% of your annual salary per quarter (12% per year), if company goals are met
– $2,000 budget for additional professional education or other training/skills education
– $1,500 budget for technology hardware/software or related office materials
– $3,000 conference budget
– 15 days of paid time off for combined vacation + sick, plus 7 holidays. On one year anniversary with fpPathfinder, eligible for 20 days of PTO. PTO will be prorated based on start date and one year anniversary.
– Access to a 401(k)
– Work in a virtual environment