Estate Planning Support Associate

Summary

Join Wealth.com, a leading estate planning platform, as a Support Associate! You'll provide exceptional customer service via phone, email, and live chat, resolving client issues within our estate planning product. Leveraging your 3+ years of customer support experience, you'll follow documentation, escalate issues when necessary, and contribute to our knowledge base. This role requires strong communication, adaptability, and collaboration skills. In return, you'll enjoy competitive benefits, including unlimited PTO, remote work, and a comprehensive medical plan.

Requirements

• 3+ years of experience in customer support, success, and / or implementation
• Able to build customer rapport and maintain a friendly, thoughtful atmosphere with customers at all times. Willing and able to address escalated client issues with speed and urgency
• Strong communication skills (written & verbal) with the ability to work with a wide range of people
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization
• Able to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise
• Bachelor's Degree or equivalent years of experience

Responsibilities

• Respond to individual client support issues via phone, email, and live chat within our estate planning product
• Follow documentation and training materials to diagnose, resolve and escalate client support tickets when necessary
• Support escalation of user or partner issues, coordinate critical resources in the escalation process, and assist with issues through resolution
• Take initiative to investigate and manage issues outside documented occurrences, and communicate them to the Success Team
• Assist in creating and maintaining Knowledge Base / FAQ documentation to answer common support questions
• Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets
• Display great organization skills and great attention to detail

Preferred Qualifications

Entrepreneur at heart with a growth mindset who thrives in a fast-paced, flexible, startup environment; demonstrated ability to adapt and lead in a high growth environment

Benefits

• Competitive Medical Plan Options for employees, spouse, family and domestic partners
• Dental and Vision Plan
• 100% company paid STD/LTD and Basic Life Insurance
• 401k with employer match and 100% vesting upon hire
• Stock Options
• Holidays and the day off for your Birthday!
• Unlimited PTO
• Remote work
• Paid Parental Leave Policy