Member Support Specialist

Trust & Will; Montpelier (VT); Remote; USD 32,000 - 45,000; Full time

Benefits offered by this job

Salary + Equity

Health benefits including medical, etc

Remote-friendly; home office stipend

Job summary

Trust & Will, a remote-first estate planning platform, seeks a customer support specialist to assist members across live chat, email, and phone. You will become a subject matter expert on our products and estate planning to resolve inquiries with empathy and clarity.

Ideal candidates work Pacific Time hours, thrive in a fast-paced environment, and enjoy helping families plan their futures through our attorney-approved documents. Equity and comprehensive benefits accompany the role.

Qualifications

• 2 years of experience in a customer-facing support or service role.
• Excellent written and verbal communication across chat, email and phone.
• Passion for helping customers and solving problems efficiently.

Responsibilities

• Provide high-quality support for Trust & Will members via live chat, email, and phone.
• Offer thoughtful product and estate planning guidance and resolve customer issues.
• Communicate clearly with customers and internal teams to ensure accurate information.

Skills

Communication

Customer empathy

Multichannel support

Tools

Zendesk

G-Suite

Notion

Job description

Founded in 2017, Trust & Will is the leading digital estate planning platform, trusted by over one million users. We provide modern, accessible solutions to help families protect their legacies with attorney-approved, legally valid documents tailored to individual state requirements. Our seamless online platform simplifies the estate planning and settlement process, empowering individuals to create wills and trusts while also partnering with financial advisors, attorneys, and institutions to make legacy planning more inclusive and affordable.

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, email, and phone calls. 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 both internally and externally.

This is an hourly non-exempt role.

Qualifications:

2 years of experience in a customer-facing support or service role, supporting customers across chat, email, and phone. 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, Notion, etc.

We are looking for someone who can work Pacific Time Zone hours (our business hours are 7-5 PST, Monday to Friday).

This position is available to candidates residing in the following states only:

• California (CA)
• Colorado (CO)
• Florida (FL)
• Georgia (GA)
• Idaho (ID)
• Illinois (IL)
• Maryland (MD)
• New Jersey (NJ)
• New York (NY)
• North Carolina (NC)
• Pennsylvania (PA)
• Texas (TX)
• Vermont (VT)
• Nevada (NV)
• Utah (UT)

Bonus points for:

• Bilingual in English/Spanish (speaking & writing)
• Startup experience
• Knowledge and understanding of Estate Planning
• Omni-channel support experience

Full-time Employee Benefits & Perks:

• Compensation: Salary + Equity
• Our salary range for this position is $28 per hour, in addition to compensation we also include an employee equity package as a component of our offer along with other benefits and perks outlined below.

PTO:

• Flexible time off that you are encouraged to useGenerous paid company holidays and breaks throughout the yearMonthly friends & family dayPaid time off to volunteer in your community

Health and Wellness Benefits:

• Exceptional health benefits including medical, dental, vision, life, and disability insurance - we cover 100% of premiums for employees and dependents on medical coverageMental health support through Spring Health, plus access to One Medical for primary care and Cleo for family planning and caregivingFinancial wellness benefits (unlimited 1:1 sessions with a UBS financial coach and employer-sponsored 401k with up to 4% company match)

Extra:

• Family-friendly work environment. We support the complexity of a remote world with the needs of familiesUp to $1,000 annually in learning & development reimbursementOptional company-sponsored events and travel throughout the year$500 Work from home stipend + Apple accessories

About Trust & Will:

We are a remote-first company, giving our employees the flexibility they need to work in an environment that best suits their needs. Our hiring process is also conducted virtually unless otherwise noted. We are a company that was founded in San Diego, CA, and offer a collaborative co-working space that is available for you to use if you'd like but not required. #LI-RemoteWe are proud to be a certified B Corporation, using business as a force for good. We are committed to building a healthy, sustainable, and engaging working environment for all employees, their families, and communities. We publish an annual impact report to outline our positive contributions to our world and set an example for all employers.Trust & Will's mission is to help every family leave their legacy through affordable, accessible estate planning. That starts with the people we hire and the ways we support the development of their unique talents and capabilities. We are committed to prioritizing ways to make our company and industry more inclusive. This means we