Support Team Associate
Remote, United States
Member Success & Engagement – Member Success /
Full-time /
Remote
Wealth.com is the industry’s leading estate planning platform. We empower financial advisors to provide a modern, comprehensive estate planning solution to their clients through our unique blend of best-in-class technology, AI and unparalleled human expertise. Beyond having one of the best domain names in fintech, wealth.com is reimagining the industry through innovative technology. Our extremely talented team and strong culture of collaboration is why we’re considered the #1 Estate Planning platform.
The ideal Support Associate both enjoys, and has experience in, the customer service space. This may be through face-to-face channels, such as retail, or over the phone, live chats, or emails. You enjoy working with people, both as customers, and within a tight knit team who create experiences our customers tell others about. You are motivated by learnings and new challenges and are looking for a role that can set you on a range of career paths.
Responsibilities:
- Responding to individual client support issues via phone, email, and live chat within our estate planning product. Our support team are the experts behind the scenes, an extension of our customer success managers that work in the moment to help educate and support our advisors and their clients.
- Follow documentation and training materials to diagnose, resolve and escalate client support tickets when necessary. You'll 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 ‘help desk’ and FAQ documentation to answer common support questions.
- 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
- 2-3+ years of experience in customer support, success, and / or implementation
- 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.
$60,000 - $70,000 a year
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.
