Job details

Estate Planning Support Team Associate

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 partners 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 Knowledge Base / 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:

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.

Benefits & Perks

Competitive Medical Plan Options for employees, spouse, family and domestic partners
Dental and Vision Plan
100% company paid STD/LTD and Basic Life Insurance
401k with employer match and 100% vesting upon hire
Stock Options
Holidays and the day off for your Birthday!
Unlimited PTO
Remote work
Paid Parental Leave Policy

$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.

Average salary estimate

$65000 / YEARLY (est.)

min

max

$60000K

$70000K

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What You Should Know About Estate Planning Support Team Associate, Wealth.com

Wealth.com, the leading estate planning platform, is on the lookout for an enthusiastic Estate Planning Support Team Associate to join our remote team in the United States. If you’re someone who thrives on helping others, empowers financial advisors, and gets excited about cutting-edge technology combined with human expertise, this might just be the perfect fit for you! In this role, you’ll become the go-to expert for our clients as you handle their support needs through calls, emails, and live chats. Your empathy and problem-solving skills will shine as you assist clients with their estate planning concerns. We are committed to a collaborative culture where your ideas and inputs can lead to innovative solutions, making a significant impact on how we service our partners and their clients. With a focus on customer satisfaction, you will accurately document and resolve issues, and utilize tools like Intercom and Salesforce to keep track of client interactions. Plus, your input will help enhance our Knowledge Base for future inquiries. At Wealth.com, we value a growth mindset and encourage team members to take initiative and tackle challenges head-on. If you are looking for an opportunity where your skills can make a difference and you can contribute to a thriving team, we encourage you to apply!

Frequently Asked Questions (FAQs) for Estate Planning Support Team Associate Role at Wealth.com

What are the key responsibilities of the Estate Planning Support Team Associate at Wealth.com?

As an Estate Planning Support Team Associate at Wealth.com, you will be responsible for responding to clients' support issues through various channels such as phone, email, and live chat. You’ll diagnose and resolve client tickets, escalate issues as necessary, and work closely with the Customer Success Team to ensure clients receive timely and effective solutions. Additionally, you'll help maintain the Knowledge Base to streamline future support inquiries.