Fruitful

• 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 • Support new hire onboarding as the team grows, sharing what you know about common member questions and how to handle them well