Member Support Specialist

Role overview Serve as an initial point of contact for members seeking help with estate-planning services and related products. The role focuses on resolving questions and complaints through personal, clear support across chat, email, and phone, while helping users understand their options and next steps.

Responsibilities - Respond to member questions and resolve issues through live chat, email, and phone. - Explain available products, services, and general estate-planning topics in an accessible way. - Investigate concerns, handle complaints directly, and find thoughtful resolutions. - Communicate clearly with members and coordinate effectively with internal colleagues. - Use customer support and collaboration tools to document and manage interactions.

Requirements - At least two years of customer-facing support or service experience, including chat, email, and phone. - Strong written and verbal communication skills across different channels. - A customer-focused approach, with the ability to solve problems creatively and maintain efficient service. - Self-direction and willingness to learn in a collaborative, fast-moving environment. - Experience with tools such as Zendesk, Google Workspace, or Notion. - Ability to work Pacific Time business hours, Monday through Friday; applicants must reside in one of the listed eligible states: California, Colorado, Florida, Georgia, Idaho, Illinois, Maryland, New Jersey, New York, North Carolina, Pennsylvania, Texas, Vermont, Nevada, or Utah.

Nice to have - English and Spanish fluency, including speaking and writing. - Experience in a startup, estate planning, or omnichannel support.

Benefits and work setup - Remote-first work, with an optional coworking space available. - The listing describes an hourly, non-exempt role at $28 per hour, with equity and benefits. - Benefits include paid time off and holidays, medical, dental, vision, life, and disability coverage, mental health and family-care resources, a retirement plan with employer match, learning reimbursement, and a home-office stipend.