Client Support Associate

Wealth.com
United States
Workplace: RemoteFull timeUSD 30 - 38 hourlyFunction: Product ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Empathy","Problem-solving","Organization","Attention to detail","Collaboration","Adaptability","Customer rapport"]

Provide client support for an AI estate-planning platform by responding to inquiries via phone, email, and live chat. Diagnose, resolve, and escalate support tickets using training materials and documentation. Coordinate issue escalations with internal teams, help maintain the Knowledge Base/FAQ, and contribute to improving AI support systems and chatbot performance. Use tools like Intercom, Salesforce, and ChurnZero to manage tickets while maintaining empathy, patience, and attention to detail.

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FursaFursa
Wealth.com
Wealth.com
5 days ago

Client Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Provide client support for an AI estate-planning platform by responding to inquiries via phone, email, and live chat. Diagnose, resolve, and escalate support tickets using training materials and documentation. Coordinate issue escalations with internal teams, help maintain the Knowledge Base/FAQ, and contribute to improving AI support systems and chatbot performance. Use tools like Intercom, Salesforce, and ChurnZero to manage tickets while maintaining empathy, patience, and attention to detail.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Respond to client support issues via phone, email, and live chat for the estate planning product.
  • •Follow documentation to diagnose, resolve, and escalate support tickets as needed, using empathy and patience.
  • •Handle user/partner escalations by coordinating critical resources and assisting through resolution.
  • •Investigate and manage issues beyond documented cases and communicate updates to the Success Team.
  • •Help create and maintain Knowledge Base/FAQ content and contribute to improving AI support systems and chatbot responses.

Pay and Benefits

Salary: USD 30 - 38 hourly
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid Parental401kEquity

Key Requirements

  • •3+ years of experience in customer support, success, and/or implementation; estate planning, financial services, or legal services experience is strongly preferred.
  • •Strong communication skills (written & verbal) and the ability to work with a wide range of people.
  • •Able to build customer rapport and handle escalated client issues with speed and urgency.
  • •Able to be flexible and agile in responding to evolving priorities and ambiguity.
  • •Bachelor's degree or equivalent years of experience.
Experience:3+ yearsEstate planningFinancial servicesLegal servicesFintech
Education:Bachelor's
Skills:EmpathyProblem-solvingOrganizationAttention to detailCollaborationAdaptabilityCustomer rapport
Tech Stack:AIChatbotIntercomSalesforceChurnZero

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
Website