Remote Member Support Specialist — Estate Planning Expert

Trust & Will; California; Remote; USD 33,000 - 44,000; Full time

Benefits offered by this job

Salary + Equity

PTO and holidays

Remote-friendly environment

Monthly learning & development stipend

Job summary

Trust & Will, a remote-first estate planning platform, seeks a customer support advocate to be the first point of contact for members. You will handle live chat, email, and phone inquiries with expert guidance on our products and estate planning basics.

You’ll resolve issues, educate users, and maintain clear internal and external communications. The role is hourly non-exempt, primarily serving PT hours, and offers a comprehensive benefits package including health, wellness, and equity

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).

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-facing

Communication

Problem solving

Self-motivated

Team collaboration

Tools

Zendesk

G-Suite

Notion

Job description

Trust & Will, a remote-first estate planning platform, seeks a customer support advocate to be the first point of contact for members. You will handle live chat, email, and phone inquiries with expert guidance on our products and estate planning basics.

You’ll resolve issues, educate users, and maintain clear internal and external communications. The role is hourly non-exempt, primarily serving PT hours, and offers a comprehensive benefits package including health, wellness, and equity