Job Description
Member Support Specialist
Location: Remote – USA
Member Success /Part Time/ Remote
We’re on a mission to help every family leave their legacy with a fast, easy, and secure way to create, manage, and distribute their estate plan online. Since 2017, we’ve helped hundreds of thousands of families plan for their future with a streamlined and intuitive approach that makes estate planning simple, affordable, and accessible. We’re backed by leading names in venture capital including Jackson Square Ventures, Link Ventures, Revolution’s Rise of the Rest, Halogen Ventures, and more.
We are a team that collaborates tightly, asks hard questions, ships quickly, and has fun. Our team cares deeply about crafting the highest quality product experiences, and each team member has a profound impact on the vision and direction of what we deliver. We’re looking for someone who’s eager to be the first point of contact for our members and join the team to help us bring estate planning to millions of Americans. You’ll be a subject matter expert with in-depth knowledge around estate planning + the Trust & Will product.
About you
- You have experience delivering best-in-class consumer experiences. You are a strong, effective and resolution-driven communicator who can empathize with users, effectively, investigate issues, provide education, and propose thoughtful solutions. You are a clear and thorough writer who provides accurate, clear communication via customer experience platforms like Zendesk.
About the role
- Provide high-quality support for Trust & Will members to effectively resolve their issues via live chat, phone, email, and SMS
- Communicate thoughtfully to provide answers to questions surrounding the Trust & Will products, services and general estate planning
- Handle a user’s issues directly and resolve customer complaints
- Drive thoughtful and effective communication with both internally and externally
Qualifications
- A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills
- A sincere passion and obsession for customers while maintaining a lean, highly productive operation
- Passionate about creative problem solving for both our members and internal team
- A track record for creative problem-solving for customers and end users
- Self-motivated, eager to learn and thrive in a collaborative, fast-paced environment
- Experience with tools: Zendesk, G-Suite, ClickUp, etc.
- We are looking for people who can work 5 hour shifts during our business hours of 7am – 5pm PST
- This is an part-time hourly non-exempt role with a schedule that will vary week by week and will average 25 hours of work per week
- Please note: This position is available only to candidates currently residing in the United States. We are unable to consider applicants from outside the U.S. for this remote role.
Bonus points for:
- Bilingual in English/Spanish (speaking & writing)
- Startup experience
- Knowledge and understanding of Estate Planning
- Omni-channel support experience