Client Support Associate

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 escalate client support tickets when necessary.
• 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.
• Aid in creating and maintaining Knowledge Base / FAQ documentation to answer common support questions.
• Actively contribute to the ongoing improvement of our AI support systems, including 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.