Member Support Specialist

Trust & Will

10d•Remote

About The Position

Trust & Will is hiring a Member Support Specialist to serve as a first point of contact for its members and help bring estate planning to millions of Americans. The specialist will develop subject matter expertise in estate planning and the Trust & Will product, providing high-quality support and resolving members’ issues through live chat, email, and phone. The role includes answering questions about products, services, and general estate planning, handling complaints, and communicating thoughtfully with both members and internal teams. It is an hourly, non-exempt position. The role requires working Pacific Time Zone hours; business hours are 7 a.m. to 5 p.m. PST, Monday through Friday. Applicants must reside in one of the states listed in the posting. The position is remote-first, with an optional collaborative co-working space in San Diego.

Requirements

At least 2 years of experience in a customer-facing support or service role, supporting customers across chat, email, and phone.
Strong written and verbal communication skills across a variety of channels.
A sincere passion for customers and the ability to contribute to a lean, highly productive operation.
Creative problem-solving skills for members and internal teams.
Self-motivation and eagerness to learn and thrive in a collaborative, fast-paced environment.
Experience with tools such as Zendesk, G-Suite, and Notion.
Ability to work Pacific Time Zone hours; business hours are 7 a.m. to 5 p.m. PST, Monday through Friday.
Must reside in California, Colorado, Florida, Georgia, Idaho, Illinois, Maryland, New Jersey, New York, North Carolina, Pennsylvania, Texas, Vermont, Nevada, or Utah.

Nice To Haves

Bilingual in English and Spanish, speaking and writing.
Startup experience.
Knowledge and understanding of estate planning.
Omni-channel support experience.

Responsibilities

Provide high-quality support to Trust & Will members and resolve issues through live chat, email, and phone calls.
Answer questions about Trust & Will products and services and general estate planning.
Handle users’ issues directly and resolve customer complaints.
Communicate thoughtfully and effectively with internal teams and external users.

Benefits

Employee equity package.
Flexible time off, encouraged for employees to use.
Paid company holidays and breaks throughout the year.
Monthly friends and family day.
Paid time off to volunteer in the community.
Medical, dental, vision, life, and disability insurance; the company covers 100% of premiums for employees and dependents on medical coverage.
Mental health support through Spring Health, plus access to One Medical for primary care and Cleo for family planning and caregiving.
Financial wellness benefits, including unlimited one-on-one sessions with a UBS financial coach.
Employer-sponsored 401(k) with up to 4% company match.
Up to $1,000 annually in learning and development reimbursement.
Optional company-sponsored events and travel throughout the year.
$500 work-from-home stipend and Apple accessories.
Family-friendly work environment.