Member Experience Specialist

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.

• →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 Monday.com, 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, HubSpot 
• →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, HubSpot!

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

• Your humble, friendly self — with a smile so big our members can feel it through your emails and phone calls
• A mindset of going above and beyond, thinking one step ahead to delight members in both small and meaningful ways
• Strong tech-savviness paired with a hunger to learn new tools and systems quickly
• A bottomless well of patience and empathy (but not a doormat)
• Excellent written communication skills with a strong focus on clarity, accuracy, and precision
• A proactive communicator who anticipates member questions and reduces the need for follow-up outreach
• A love of detailed work and organization that requires accuracy, consistency, and strong follow-through — you ensure nothing falls through the cracks
• A dependable, collaborative teammate who shows up ready to do great work and helps improve team efficiency and experience
• Strong judgment and problem-solving skills, with the ability to prioritize effectively and ask clarifying questions when navigating ambiguity
• High adaptability and a flexible, go-with-the-flow attitude, with the ability to pivot quickly as member needs evolve
• Legally authorized to live and work in the United States without present or future need for sponsorship.

• Experience in customer service, customer experience, or customer success
• Understanding of data related to attrition, retention, feedback, and overall engagement
• Experience with our software tools: HubSpot, HelpScout, Monday.com, Stripe, Zoom
• Direct experience with financial planning