Client Support Associate

About the role

The organization is the industry’s leading AI Wealth Management platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, the company delivers a seamless experience that sets it apart. This is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth, certified as a Great Place to Work and named a finalist for Fast Company’s Best Workplaces for Innovators.

The ideal Support Associate enjoys and has experience in customer service, whether through face-to-face channels like retail or over the phone, live chats, or emails. You thrive working with people—both customers and within a tight-knit team—and are motivated by learning and new challenges, seeking a role that can set you on a range of career paths.

Responsibilities

• Respond to individual client support issues via phone, email, and live chat within the estate planning product, educating and assisting customers in real time.
• Follow documentation and training materials to diagnose, resolve, and escalate client support tickets as needed, demonstrating patience, empathy, and problem-solving skills.
• Support escalation of user or partner issues, coordinate critical resources, and assist through resolution.
• Investigate and manage issues outside documented occurrences, communicating findings to the Success Team.
• Assist in creating and maintaining Knowledge Base/FAQ documentation to address common support questions.
• Actively contribute to improving AI support systems by analyzing customer inquiries to train chatbots, providing feedback on responses, and identifying new use cases for AI to enhance efficiency.
• Communicate effectively, adapt to changing environments and priorities, and utilize tools like Intercom, SalesForce, and ChurnZero to track support tickets.
• Demonstrate strong organizational skills and attention to detail.

Requirements

• 3+ years of experience in customer support, success, and/or implementation.
• Experience with estate planning, financial services, or legal services is strongly preferred.
• Entrepreneurial mindset with a growth-oriented approach, thriving in a fast-paced, flexible startup environment.
• Ability to build customer rapport and maintain a friendly, thoughtful atmosphere while addressing escalated issues with urgency.
• Strong written and verbal communication skills, with the ability to work with diverse stakeholders.
• Flexibility and agility in responding to evolving business priorities and ambiguity.
• Collaborative mindset with the ability to work across the organization.
• Ability to learn new technologies and explain concepts to customers with varying technical expertise.
• Bachelor’s Degree or equivalent years of experience.

Benefits

• Flexible work environment with in-person team gatherings several times a year.
• Excellent medical, dental, and vision insurance with low-cost premiums.
• 100% company-paid basic life insurance, short-term and long-term disability insurance.
• 100% paid parental leave upon eligibility.
• Company equity managed through Carta.
• 401k with match and 100% vesting upon hire.
• Generous PTO starting at 15 days in the first year, increasing annually up to 20 days, with flexible use in one-hour increments.
• Paid holidays, including your birthday.
• Free estate planning services.