Client Support Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Addressing individual client support inquiries via phone, email, and live chat within our estate planning product. Our support team consists of experts who work diligently to educate and assist our customers and their clients in real-time.

• Adhere to documentation and training resources to identify, resolve, and escalate client support tickets when necessary. You will listen, empathize, exhibit patience, and engage in problem-solving.

• Facilitate the escalation of user or partner issues, coordinate essential resources during the escalation process, and help resolve issues through to completion.

• Proactively investigate and manage occurrences that are not documented, and communicate these to the Success Team.

• Aid in the creation and upkeep of Knowledge Base / FAQ documentation to address common support inquiries.

• Actively participate in the continuous enhancement of our AI support systems. This includes analyzing frequent customer inquiries to train the chatbot, offering feedback on bot responses, and identifying new use cases for AI to improve customer service efficiency.

• Communicate effectively, adapt to varying work environments and team priorities. Utilize Intercom, SalesForce, ChurnZero, and/or other tools to monitor support tickets.

• Exhibit exceptional organizational skills and meticulous attention to detail.

⛳️ Requirements

• Over 3 years of experience in customer support, success, and/or implementation; experience in estate planning, financial services, or legal services is highly preferred.

• An entrepreneurial spirit with a growth mindset who thrives in a fast-paced, adaptable startup environment; proven ability to adjust and lead in a rapidly growing setting.

• Capable of establishing rapport with customers and maintaining a friendly, thoughtful atmosphere at all times. Willingness and ability to address escalated client issues with urgency.

• Strong communication abilities (both written and verbal) with the capacity to engage with a diverse range of individuals.

• Flexibility and agility in responding to shifting business priorities and managing ambiguity.

• Ability to collaborate effectively across the organization.

• Competent in learning new technologies and conveying those concepts to customers with varying levels of technical expertise.

• Bachelor’s Degree or equivalent years of experience.

🏝️ Benefits

• Flexible work environment, with in-person meetings several times a year.

• Comprehensive medical, dental, and vision insurance options, featuring low-cost premium structures that reflect our commitment to providing excellent value to our employees.

• 100% company-paid basic life insurance, short-term, and long-term disability insurance.

• Full parental leave upon eligibility at no cost.

• Company equity managed through Carta.

• 401k with matching contributions and 100% vesting upon hire.

• Generous paid time off (PTO) that increases with tenure — begin with 15 days of vacation in your first year, escalating annually up to 20 days.

• Flexible vacation policy — take time off in increments as short as one hour.

• Paid time off for holidays, including your birthday.

• Complimentary estate planning services!