Customer Support Specialist
About The Position
Estate Guru is seeking a customer-focused, service-driven, and highly organized Customer Support Specialist to support both our clients and their financial advisors throughout the estate planning journey. This role serves as a key point of contact for incoming questions, support needs, and service issues, ensuring each interaction is handled with professionalism, empathy, and efficiency. The ideal candidate is calm under pressure, solution-oriented, and skilled at managing multiple customer needs in a fast-paced environment. This person will help troubleshoot issues, coordinate service requests, communicate next steps clearly, and support a seamless customer experience across our platform and services. In addition to day-to-day support, this role will also contribute to process improvement, internal collaboration, and long-term customer satisfaction and loyalty.
Requirements
- 2+ years of experience in customer support, technical support, client service, or a related field
- Strong troubleshooting skills with the ability to assess issues, identify solutions, and resolve problems effectively
- Excellent verbal and written communication skills
- Strong customer service mindset with a focus on empathy, professionalism, and problem-solving
- Ability to work independently while managing multiple tasks and priorities efficiently
- Experience using support ticketing systems such as Zendesk, HubSpot, or similar platforms
- Strong organizational skills and attention to detail
- Ability to work effectively in a fast-paced, team-oriented environment
Nice To Haves
- Estate planning experience is a plus
- Experience supporting clients in a professional services, legal, financial, or technology-based environment is a plus
Responsibilities
- Manage and coordinate incoming customer communications across phone, chat, and email from financial advisors and new and existing end-user clients
- Manage service tickets, support requests, and issue resolution, including coordinating technical escalations related to the online platform
- Troubleshoot customer concerns and help resolve a variety of support issues in a timely, professional, and solution-oriented manner
- Communicate processes, product information, and next steps clearly to set realistic expectations for clients
- Prepare deed documents for the funding of real estate assets into clients’ revocable trusts
- Build strong working relationships with internal team members, financial advisors, and end-user clients to deliver an exceptional customer experience
- Personalize support solutions based on customer needs and communicate them effectively
- Support multiple customers and competing priorities in a fast-paced environment while maintaining quality and responsiveness
- Work collaboratively within a team environment with shared accountability for service delivery and customer outcomes
- Continuously learn Estate Guru products, services, and internal processes to better support customers and improve the client experience
- Share customer feedback and support insights to help improve workflows, service quality, and the overall customer journey
Benefits
- Competitive salary and discretionary bonuses
- Comprehensive health, dental, and vision insurance
- Elective benefits for life, critical illness & hospital indemnity plans
- Company paid short-term disability insurance
- Internet Reimbursement
- Generous PTO and paid holidays
- Professional development opportunities
- Fitness Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
