Support Officers

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

Benefits offered by this job

Flexible time off

Paid holidays

Volunteer time off

Excellent health benefits (medical, 3–

Job summary

Trust & Will is hiring a dedicated first-line support specialist to assist members with estate planning questions, product guidance, and common issues.

You’ll resolve inquiries via live chat, email, and phone, providing clear, accurate information while maintaining a customer‑focused approach. This remote-first role supports US-based clients and emphasizes empathetic communication and problem solving.

Qualifications

• 2 years of experience in a customer-facing support or service role, supporting customers 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.
• A track record for creative problem-solving for customers and end users.

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.

Skills

Customer support

Written communication

Problem solving

Time management

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. You are a clear and thorough writer who provides accurate, clear communication via customer experience platforms like Zendesk. 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.

• 2 years of experience in a customer-facing support or service role, supporting customers 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.
• A track record for creative problem-solving for customers and end users.
• 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).

Bonus points for:

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

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.

Full-time Employee Benefits & Perks:

• Flexible time off that you are encouraged to useGenerous paid company holidays and breaks throughout the yearPaid time off to volunteer in your community
• 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)
• 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

We are a remote-first company, giving our employees the flexibility they need to work in an environment that best suits their needs. LI-RemoteWe are committed to building a healthy, sustainable, and engaging working environment for all employees, their families, and communities. 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 in which we support the development of their unique talents and capabilities. This means we must be revolutionary in the way we value diversity to revolutionize our business sector. Trust & Will collects personal information from applicants including identifiers, professional/employment history, and education information to evaluate qualifications and communicate about your application. California residents have the right to know what information we collect, request a copy, correct inaccuracies, or request deletion (subject to exceptions). To exercise these rights, contact more information, visit our privacy policy. Trust & Will may use AI tools to assist with administrative recruiting tasks. This position will remain open until filled, but applications received by Friday, October 23, 2026 will receive priority consideration.