Remote Member Support Specialist – Estate Planning Concierge

Trust & Will; Florida; Remote; USD 32,000 - 45,000; Full time

Job summary

Trust & Will is a remote-first estate planning platform seeking a Customer Support Specialist to be the first point of contact for members. You will handle live chat, email, and phone, and provide clear guidance on products and estate planning services.

You will empathize with users, investigate issues, educate, and propose thoughtful solutions using Zendesk, G-Suite, and Notion. This full-time hourly role operates in Pacific Time hours, with benefits including health, PTO, and equity.

Qualifications

• 2 years of experience in a customer-facing support or service role.
• Excellent written and verbal communication across chat, email, and phone.
• 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.

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

Customer-facing support

Communication

Empathy

Problem solving

Self-motivated

Team collaboration

Tools

Zendesk

G-Suite

Notion

Job description

Trust & Will is a remote-first estate planning platform seeking a Customer Support Specialist to be the first point of contact for members. You will handle live chat, email, and phone, and provide clear guidance on products and estate planning services.

You will empathize with users, investigate issues, educate, and propose thoughtful solutions using Zendesk, G-Suite, and Notion. This full-time hourly role operates in Pacific Time hours, with benefits including health, PTO, and equity.