Member Support Specialist

About Our Client:

The organization operates in the digital estate planning industry, addressing the challenge of making estate planning accessible and affordable. It provides a platform that offers attorney-approved, legally valid documents tailored to individual state requirements, helping families protect their legacies. The platform serves over one million users and collaborates with financial advisors, attorneys, and institutions to expand reach and inclusivity.

About the Opportunity:

The MEMBER SUPPORT SPECIALIST will serve as the first point of contact for members, providing expert assistance on estate planning and product-related inquiries. This role is key in delivering high-quality support across multiple communication channels and ensuring a positive experience for users. It contributes by resolving issues, educating members, and maintaining effective communication that supports the organization's goal of widespread, accessible estate planning.

Responsibilities:

• Provide support to members via live chat, email, and phone.
• Address questions about products, services, and estate planning.
• Resolve customer complaints directly.
• Facilitate clear and effective communication internally and externally.

Requirements:

• Minimum 2 years in a customer-facing support role across chat, email, and phone.
• Strong written and verbal communication skills.
• Customer-focused with a productive and efficient approach.
• Skilled in creative problem solving.
• Self-motivated and able to thrive in a fast-paced, collaborative environment.
• Experience with Zendesk, G-Suite, Notion, or similar tools.
• Availability to work Pacific Time Zone hours (7-5 PST, Monday to Friday).
• Residency in specified U.S. states only (CA, CO, FL, GA, ID, IL, MD, NJ, NY, NC, PA, TX, VT, NV, UT).

Pay Range and Compensation Package:

• Hourly rate of $28 plus an employee equity package.

Benefits & Perks:

• Paid time off including flexible time off and paid company holidays.
• Paid time off to volunteer.
• Comprehensive health benefits including medical, dental, vision, life, and disability insurance with premiums fully covered for employees and dependents.
• Mental health support and access to primary care and family planning resources.
• Financial wellness benefits including access to financial coaching and a 401(k) plan with up to 4% company match.
• Family-friendly work environment accommodating remote work.
• Learning and development reimbursement up to $1,000 annually.
• Optional company-sponsored events and travel.
• Work from home stipend and technology accessories.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.