Support Team Associate

53 Stations; United States; On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Unlimited PTO

Company equity

401k with match

Job summary

53 Stations is seeking a remote Customer Support Specialist to handle client inquiries and provide excellent support for our estate planning product. You will respond to support issues via multiple channels and assist in enhancing our AI support systems.

Ideal candidates have over three years of relevant experience and outstanding communication skills. We offer a competitive salary between $60K and $70K, along with numerous benefits including unlimited PTO and full medical coverage.

Qualifications

• 3+ years of experience in customer support, success, or implementation, preferably in estate planning.
• Ability to adapt and lead in a fast-paced, high-growth environment.
• Strong written and verbal communication skills.

Responsibilities

• Respond to client support issues via phone, email, and live chat.
• Assist in creating and maintaining Knowledge Base documentation.
• Contribute to the improvement of AI support systems.

Skills

Customer support experience

Communication skills

Problem-solving

Attention to detail

Education

Bachelor's Degree or equivalent experience

Tools

Intercom

Salesforce

ChurnZero

Job description

Location

Remote, United States

Employment Type

Full time

Location Type

Remote

Department

Growth

Compensation

• Hourly $60K – $70K • Offers Equity

Responsibilities

• Responding to individual client support issues via phone, email, and live chat within our estate planning product.
• Follow documentation and training materials to diagnose, resolve and escape client support tickets when necessary. Listen, empathize, be patient, and problem-solve.
• Support escalation of user or partner issues, coordinate critical resources in the escalation process, and assist with issues through resolution.
• Take initiative to investigate and manage issues outside documented occurrences, and communicate them to the Success Team.
• Assist in creating and maintaining Knowledge Base / FAQ documentation to answer common support questions.
• Actively contribute to the ongoing improvement of our AI support systems. This includes analyzing common customer inquiries to train the chatbot, providing feedback on bot responses, and helping to identify new use cases for AI to enhance customer service efficiency.
• Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets.
• Display great organization skills and great attention to detail.

Qualifications

• 3+ years of experience in customer support, success, and / or implementation. Experience with estate planning, financial services, or legal services is strongly preferred.
• Entrepreneur at heart with a growth mindset who thrives in a fast-paced, flexible, startup environment; demonstrated ability to adapt and lead in a high growth environment.
• Able to build customer rapport and maintain a friendly, thoughtful atmosphere with customers at all times. Willing and able to address escalated client issues with speed and urgency.
• Strong communication skills (written & verbal) with the ability to work with a wide range of people.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization.
• Able to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise.
• Bachelor's Degree or equivalent years of experience.

Benefits

• Competitive Salary.
• Fully remote, flexible work environment. We do however meet together in person several times a year.
• Full medical and dental benefits.
• Unlimited PTO.
• Paid Parental Leave.
• Company equity managed through Carta.
• 401k with Match and 100% vesting upon hire.
• Free estate planning!

Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.

Compensation Range: $60K - $70K