The ad says“Actively contribute to the ongoing improvement of our AI support systems. This includes analyzing common customer inquiries to train the chatbot, providing feedback on bot responses, and helping to identify new use cases for AI to enhance customer service efficiency”
The ad says“Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets”
The ad says“The ideal Support Associate both enjoys, and has experience in, the customer service space. This may be through face-to-face channels, such as retail, or over the phone, live chats, or emails”
The ad says“3+ years of experience in customer support, success, and / or implementation Experience with estate planning, financial services, or legal services is strongly preferred”
The ad says“3+ years of experience in customer support, success, and / or implementation Experience with estate planning, financial services, or legal services is strongly preferred”
The ad says“Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets”
The ad says“Follow documentation and training materials to diagnose, resolve and escalate client support tickets when necessary. You’ll listen, empathize, be patient, and problem-solve”
The ad says“Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets”
The ad says“3+ years of experience in customer support, success, and / or implementation Experience with estate planning, financial services, or legal services is strongly preferred”
The ideal Support Associate both enjoys, and has experience in, the customer service space. This may be through face-to-face channels, such as retail, or over the phone, live chats, or emails
You enjoy working with people, both as customers, and within a tight knit team who create experiences our customers tell others about. You are motivated by learnings and new challenges and are looking for a role that can set you on a range of career paths
Responding to individual client support issues via phone, email, and live chat within our estate planning product. Our support team are the experts behind the scenes that work in the moment to help educate and support our customers and their clients
Follow documentation and training materials to diagnose, resolve and escalate client support tickets when necessary. You’ll listen, empathize, be patient, and problem-solve
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
Actively contribute to the ongoing improvement of our AI support systems. This includes analyzing common customer inquiries to train the chatbot, providing feedback on bot responses, and helping to identify new use cases for AI to enhance customer service efficiency
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
Benefits
Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged
Full medical and dental benefits
401k with Match and 100% vesting upon hire
Company equity managed through Carta
Fully remote, flexible work environment (we do however meet together in person several times a year)
Paid parental leave
Preferred experience
Able to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise
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 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
3+ years of experience in customer support, success, and / or implementation Experience with estate planning, financial services, or legal services is strongly preferred
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
Bachelor’s Degree or equivalent years of experience
