Member Support Specialist

We're looking for an incredible person to join our Hospitality team and help push Fruitful forward.

Fruitful has the opportunity to be more affordable, accessible, and comprehensive than anyone in the industry, and it starts with a world-class member experience… Ready to help us build it?

Hospitality @ Fruitful

Our Hospitality team goes beyond traditional customer service, offering members exceptional care at every step of their journey. As a Member Support Specialist, you'll be the consistent, knowledgeable voice our members rely on — handling day-to-day support while helping us build the systems, documentation, and processes that will shape how this function grows.

As Member Support Specialist, you will:

* Own the member support queue end-to-end — triaging, responding to, and resolving inbound email inquiries with care and consistency
* Handle phone callbacks from our main support line, returning calls within defined SLA windows
* Manage membership and account inquiries including cancellations, billing questions, banking and account servicing issues
* Identify and escalate issues that require input from our Guidance, Bank / Investing Ops, or Engineering teams
* Contribute to building our internal knowledge base, macro library, and documentation
* Flag recurring issues and help develop solutions so the same problems stop landing in the queue
* Work a set schedule of 9am-6pm PT, four weekdays plus one weekend day. Remote from any time zone; hours are anchored to 9am-6pm PT (e.g., 12-9pm ET). Schedule may change in the future as different needs arise.

Your Background & Values

* 2–3 years of experience in a member-facing, customer-facing, or support role
Strong written communication skills — you write clearly, warmly, and without jargon
A genuine care for the people you're helping, not just closing tickets but actually solving problems
Highly organized and able to manage your own time and priorities in a remote environment
Energized by process and improvement — you notice when something keeps breaking and want to fix it
Comfortable with ambiguity and working somewhere that's still being figured out
Familiarity with a support tool like Zendesk, Intercom, or Freshdesk is a plus
Experience in fintech, banking, or financial services is preferred

Compensation and Benefits

* Competitive compensation package including salary and equity
Flexible, self-directed time-off
Fully remote
Work-from-home setup stipend
401(k) program with company match
Comprehensive health benefits package with a substantial employer subsidy

Fruitful is building a team that seeks to represent the diversity of our member base. We are an equal opportunity employer and strongly encourage applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.