Remote Member Experience & Estate Planning Specialist

Trust & Will; Charlotte (NC); Remote; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health benefits

Equity

Remote-friendly culture

Learning stipend

Job summary

Trust & Will is hiring a customer support specialist to be the first point of contact for our members, delivering high-quality help via live chat, email, and phone. You will explain estate planning products and services with empathy, resolve issues, and collaborate with internal teams to improve the member experience.

This is a full-time, remote-friendly role operating in Pacific Time hours (7:00–17:00 PST, Mon–Fri). We offer a competitive hourly rate, equity, and comprehensive benefits.

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.
• Experience with tools: Zendesk, G-Suite, Notion, etc.

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.

Skills

Multichannel communication

Zendesk

G-Suite

Notion

Tools

Notion

Job description

Trust & Will is hiring a customer support specialist to be the first point of contact for our members, delivering high-quality help via live chat, email, and phone. You will explain estate planning products and services with empathy, resolve issues, and collaborate with internal teams to improve the member experience.

This is a full-time, remote-friendly role operating in Pacific Time hours (7:00–17:00 PST, Mon–Fri). We offer a competitive hourly rate, equity, and comprehensive benefits.