Technical Support Associate

Wealth.com
United States
Workplace: RemoteFull timeUSD 60,000 - 70,000 annuallyFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Empathy","Collaboration","Adaptability"]

The role provides front-line client support for wealth.com’s estate planning product, handling inquiries via phone, email, and live chat, following documented processes while escalating complex issues. You’ll help train AI support tools, contribute to knowledge base, and collaborate with a tight-knit Growth team in a fully remote environment leveraging Intercom, Salesforce, and ChurnZero to improve customer experience.

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FursaFursa
Wealth.com
Wealth.com
11 months ago

Technical Support Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

The role provides front-line client support for wealth.com’s estate planning product, handling inquiries via phone, email, and live chat, following documented processes while escalating complex issues. You’ll help train AI support tools, contribute to knowledge base, and collaborate with a tight-knit Growth team in a fully remote environment leveraging Intercom, Salesforce, and ChurnZero to improve customer experience.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Respond to client support issues via phone, email, and live chat within our estate planning product and educate/support customers and their clients
  • •Follow documentation and training materials to diagnose, resolve and escalate client support tickets; listen, empathize, be patient, and problem-solve
  • •Escalate user or partner issues, coordinate resources in the escalation process, and assist with resolution
  • •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

Pay and Benefits

Salary: USD 60,000 - 70,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalRemote Work401kEquity

Key Requirements

  • •3+ years of experience in customer support, success, and/or implementation; experience with estate planning, financial services, or legal services is strongly preferred
  • •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; 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 learn new technologies and communicate those concepts to customers with varying degrees of technical expertise
  • •Bachelor's Degree or equivalent years of experience
Experience:3+ yearsFintechEstate planningFinancial servicesLegal services
Education:Bachelor's
Skills:CommunicationProblem-solvingEmpathyCollaborationAdaptability
Languages:English
Tech Stack:IntercomSalesforceChurnZero

Company Brief

Wealth.com
Operates an online wealth management platform providing digital investment management, financial planning tools, and portfolio services to retail and high-net-worth clients, aiming to simplify investing and personalize financial advice through technology.
Industry: Wealth Management
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