Remote Member Experience Advocate

Trust & Will; Lorida (FL); Remote; USD 32,000 - 45,000; Full time

Benefits offered by this job

Salary + Equity

PTO and holidays

Health benefits (medical, dental, VIsa

Mental health support

401k with company match

Learning & development reimbursement

Remote-friendly / family-friendly

Work from home stipend

Job summary

Trust & Will is a remote-first platform offering estate planning solutions. We are seeking a customer support specialist to be the first point of contact for members and to become a subject matter expert on our products and processes.

In this role you will resolve issues via live chat, email and phone, communicate clearly, and help educate users about estate planning. This is an hourly non-exempt position with salary plus equity and a strong benefits package.

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)

Responsibilities

• 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.

Skills

Customer support

Communication

Problem solving

Multichannel support

Tools

Zendesk

G-Suite

Notion

Job description

Trust & Will is a remote-first platform offering estate planning solutions. We are seeking a customer support specialist to be the first point of contact for members and to become a subject matter expert on our products and processes.

In this role you will resolve issues via live chat, email and phone, communicate clearly, and help educate users about estate planning. This is an hourly non-exempt position with salary plus equity and a strong benefits package.