Client Support Associate

53 Stations; United States; Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision insurance

Life insurance

Parental leave

Equity via Carta

401k with match

Generous PTO

Holidays and birthday is off

Job summary

Wealth.com is seeking a Support Associate in the United States to empower clients through phone, email, and live chat support for estate planning products.

You will follow training to diagnose and escalate issues, contribute to knowledge resources, and help refine AI chat systems while collaborating with a fast-growing team.

Qualifications

• 3+ years of experience in customer support, success, and/or implementation.
• Experience in estate planning, financial services, or legal services is strongly preferred.
• Able to build customer rapport and maintain a friendly atmosphere with customers.

Responsibilities

• Respond to client support issues via phone, email, and live chat.
• Follow documentation to diagnose, resolve, and escalate tickets as needed.
• Coordinate escalation with resources to drive issue resolution.
• Investigate issues beyond documented cases and communicate with the Success Team.
• Contribute to Knowledge Base / FAQ documentation to answer common questions.
• Help improve AI support systems by training chatbots and identifying new use cases.
• Use Intercom, Salesforce, ChurnZero and other tools to track tickets.
• Maintain organization and attention to detail.

Skills

Customer support

Communication

Problem-solving

Team collaboration

Adaptability

Education

Bachelor's degree or equivalent

Tools

Intercom

Salesforce

ChurnZero

Job description

About Wealth.com

Wealth.com is the industry’s leading AI Wealth Management platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, we deliver a seamless experience that sets us apart. Beyond having one of the most coveted domain names in FinTech, wealth.com is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth.

A key reason behind our position as the #1 estate planning platform is our team. Our people thrive in a collaborative, supportive culture that fosters innovation and makes wealth.com a place where everyone truly enjoys working. Wealth.com is certified as a Great Place to Work for 2024 and named a 2024 finalist for Fast Company’s Best Workplaces for Innovators!

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.

Responsibilities:

• 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 elevate 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.

Qualifications:

• 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.

• 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.

Why You’ll Love Working for Wealth.com

• Flexible work environment. We do however meet together in person several times a year.
• Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
• 100% company-paid basic life insurance, short-term and long-term disability insurance.
• 100% paid parental leave upon eligibility.
• Company equity managed through Carta.
• 401k with match and 100% vesting upon hire.
• Generous PTO that grows with you — start with 15 days of vacation your first year, increasing annually up to 20 days.
• Flexible, use-it-your-way vacation — take time off in as little as one-hour increments.
• Take time off for holidays — and yes, your birthday counts too.
• Free estate planning!

Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.