Client Care Associate

Forever, Inc.; Pittsburgh (Allegheny County); Hybrid; USD 19,000 - 28,000; Full time

Job summary

Forever, Inc. seeks a Client Care Associate to deliver concierge-level support via phone, email, and chat. You will troubleshoot issues across web, mobile, and desktop apps (Artisan/Historian), document interactions in Zendesk, and guide clients on product features.

The role is open to remote or hybrid work, with Pittsburgh, PA as a potential base. Ideal candidates have 3+ years in call centers and strong communication skills, thriving in a collaborative, mission-driven team.

Qualifications

• 3+ years of experience in inbound and/or outbound call center environment.
• Proficiency with customer support ticketing systems and live chat platforms.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Ability to thrive in a fast-paced, collaborative, mission-driven environment.

Responsibilities

• Deliver exceptional client support across phone, email, and chat channels.
• Troubleshoot software and service issues across web, mobile, and desktop applications.
• Accurately document client interactions within customer support ticketing systems (e.g. Zendesk or similar platforms).
• Educate and guide clients on product features and best practices within the FOREVER memory-keeping platform.
• Collaborate cross-functionally with Product, Engineering, and other teams to enhance the overall client experience.
• Contribute to usability testing and continuous improvement initiatives.
• Responsible for all other duties as assigned

Skills

Verbal communication

Written communication

Ticketing systems

Live chat platforms

Call center experience

Education

Secondary Education preferred

Job description

Client Care Associate# Client Care AssociateOptional Work from Home • Pittsburgh, PA 15222## OverviewCategoryCustomer Service## Description**Job Title: Client Care Associate****Location: Open to Remote or Hybrid****Department: Client Care****Reports To: Manager of Client Care****Company: Forever, Inc. (****www.forever.com****)****About FOREVER**At FOREVER, we help families and individuals save, organize, and share their precious memories – for generations. As the world’s first and only permanent, complete, and trusted memory-keeping platform in the Cloud, we provide a unique, end-to-end solution to digitize, back-up, share, and permanently store personal and family memories. We’re on a mission to build a company that serves people and families for generations.Founded in 2012, we are a growth-stage company that is scaling fast, investing in innovation, and expanding our reach. This is a rare opportunity to join a purpose-driven team that uses cutting-edge technology to serve people with deep emotional impact.**About the Role**FOREVER is seeking a dynamic, client-focused and tech-savvy professional to join our Client Care Team. In this role, you’ll serve as the voice of FOREVER, delivering concierge-level support to clients via phone, email, and chat. You’ll assist with product and service inquiries, troubleshoot software issues across our web, mobile (Android/iOS), and desktop platforms (Artisan and HistorianTM), and document interactions using tools like Zendesk. The ideal candidate is organized, technically proficient, relationship-oriented, and passionate about delivering exceptional service.---**Key Responsibilities*** Deliver exceptional client support across phone, email, and chat channels* Troubleshoot software and service issues across web, mobile, and desktop applications* Accurately document client interactions within customer support ticketing systems (e.g. Zendesk or similar platforms)* Educate and guide clients on product features and best practices within the FOREVER memory-keeping platform* Collaborate cross-functionally with Product, Engineering, and other teams to enhance the overall client experience* Contribute to usability testing and continuous improvement initiatives* Responsible for all other duties as assigned## Qualifications* Secondary Education preferred, but not required.* 3+ years of experience working in an inbound and/or outbound call center environment.* Proficiency with customer support ticketing systems and live chat platforms.* Strong verbal and written communication skills.* Excellent organizational and time management abilities.* Ability to thrive in a fast-paced, collaborative, and mission-driven environment with a proactive approach to problem-solving.* **You’ll Thrive at FOREVER If You...*** Care deeply about helping people preserve and share their precious memories and stories.* Are results-oriented, data-savvy, and proactive in solving challenges.* Enjoy working with people and are a positive member of a mission-oriented, dedicated team.* Want to grow your management and leadership skills in a high-impact role with a growing company.* Appreciate a balance of strategic thinking and tactical execution.* **What You’ll Love About Working at FOREVER:*** Mission-driven culture with meaningful impact on families around the world.* Direct collaboration with senior leaders.* A high-ownership, critical role in a growth-stage tech company.* Competitive salary, benefits, and opportunities for advancement.* A collaborative, values-driven team with a very highly connected remote workforce.**Job Details:*** **Schedule**: Monday – Friday 12 pm – 9 pm EST plus 1-2 weekends/month (10 am – 6 pm shift EST) + When working on weekends, you will be given 2 weekdays off that week.* **Compensation**: $17.00/hour + based on experience