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Member Experience Specialist

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XY Planning Network

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Location:
United States , Bozeman

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

59000.00 - 72000.00 USD / Year
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Job Description:

This is a full-time position for a conscientious and kind individual with a passion for summoning smiles and delivering smart, thoughtful service. The role is the primary way our members interact with XYPN, containing customer service and customer success elements to provide the best experience possible.

Job Responsibility:

  • Become an XYPN membership expert
  • Swiftly reply to member emails with generous, authentic responses via help desk software
  • Be available during set periods for phone support
  • Uphold communication standards in all situations
  • Contribute to writing and refining the knowledge base
  • Greet and onboard new members
  • Understand the applicability and importance of all member benefits
  • Facilitate personalized touchpoints with members
  • Be available to give members the best advice on using benefits
  • Understand member's utilization of benefits and make recommendations
  • Increase members' community involvement
  • Take thorough notes on each member call and log in CRM

Requirements:

  • Strong communication skills
  • Self-starter with a 'don’t stop until I have the answer' attitude
  • Comfortable communicating clearly and enthusiastically through video, phone, and email
  • Experience going 'above and beyond' to thrill customers
  • Strong tech-savvy and a hunger to learn
  • Bottomless well of patience and empathy
  • Superpowers in communicating with positivity and precision via the written word
  • Skill in anticipating possible next questions
  • Love of detailed work that requires both accuracy and consistency
  • Dependable, harmonious work ethic
  • High sense of personal responsibility and integrity
  • Proactive initiative and thoughtfully-considered ideas
  • Ability to adapt and pivot
  • Legally authorized to live and work in the United States without present or future need for sponsorship

Nice to have:

  • Experience in customer service, customer experience, or customer success
  • Understanding of data related to attrition, retention, feedback, and overall engagement
  • Experience with Customer Relationship Management software (bonus points if its HubSpot)
  • Direct experience with financial planning
What we offer:
  • 100%- employer-funded Employee Stock Ownership Plan (ESOP)
  • Unlimited vacation days (minimum 3 weeks per year)
  • 9 paid flexible holidays
  • 401(k) with match (employee 6%, employer 4.5%)
  • 12 weeks paid parental leave
  • Health insurance w/ employer contribution
  • Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
  • Pet insurance availability
  • Health Savings & Flex Spending Accounts
  • Employer-paid Life and AD&D insurance
  • Employer-paid Long Term Disability coverage
  • Up to $150/month for financial planner cost
  • Up to $500 toward financial planner upfront fee
  • $2000/year for professional development
  • $250/quarter to spend on yourself
  • $500 donated to a non-profit for 40 volunteer hours
  • Sabbatical program at 5, 10, and 15 years
  • Subsidized employer-sponsored childcare
  • Various Gym discounts
  • Company-owned laptop computer provided

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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