Support Team Associate

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

📋 Description

• Addressing individual client support inquiries through phone, email, and live chat for our estate planning product. Our support team acts as the knowledgeable backbone, assisting in real-time to educate and support our customers and their clients.

• Utilize documentation and training resources to diagnose, resolve, and escalate client support tickets as needed. You will listen, show empathy, exercise patience, and engage in problem-solving.

• Facilitate the escalation of user or partner issues, coordinate essential resources during the escalation process, and support issues until they are resolved.

• Proactively investigate and manage issues that fall outside of documented occurrences and communicate these to the Success Team.

• Assist in the creation and maintenance of Knowledge Base / FAQ documentation to address common support queries.

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

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

• Exhibit exceptional organizational skills and a keen attention to detail.

⛳️ Requirements

• A minimum of 3 years of experience in customer support, success, and/or implementation, with a strong preference for experience in estate planning, financial services, or legal services.

• An entrepreneurial spirit with a growth mindset who thrives in a dynamic, flexible startup environment; proven ability to adapt and lead in a high-growth setting.

• Capable of building rapport with customers and maintaining a friendly, thoughtful atmosphere at all times. Prepared to address escalated client issues with promptness and urgency.

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

• Flexible and agile in responding to changing business priorities and managing uncertainty.

• Ability to collaborate effectively across the organization.

• Quick learner of new technologies and adept at conveying those concepts to customers with varying levels of technical expertise.

• Bachelor's Degree or equivalent experience.

🏝️ Benefits

• Excellent medical, dental, and vision insurance options, featuring low-cost premium structures that reflect our dedication to providing great value to our employees.

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

• Fully paid parental leave upon meeting eligibility criteria.

• Company equity managed through Carta.

• 401k plan with matching contributions and full vesting upon hire.

• Generous paid time off (PTO) that increases with tenure — Begin with 15 vacation days in your first year, expanding annually up to 20 days, ensuring your time off grows alongside your career.

• Flexible vacation policy — Take time off in increments as short as one hour; we encourage you to take time to relax and recharge each year.

• Paid time off for holidays — and yes, your birthday is included. Celebrate, unwind, and rejuvenate without a second thought.

• Complimentary estate planning services!