Client Support Associate

About the role

Joining wealth.com as a Client Support Associate places you at the forefront of a mission-driven FinTech company that is reimagining how individuals and families approach the future of their assets. In this capacity, you will serve as a critical bridge between our platform and the financial advisors who rely on it, ensuring their client experience remains seamless and confident. You will own the end-to-end resolution of client questions and concerns, transforming complex estate planning concepts into clear and actionable guidance. This role is ideal for a proactive problem-solver who finds satisfaction in turning potential client confusion into clarity and trust. You will be instrumental in supporting a high-touch advisory community by providing the information they need to serve their own clients effectively. Success in this position is measured by your ability to de-escalate issues, educate users, and contribute to the overall health of our support ecosystem. You will work closely with our internal Success Team to identify recurring themes and drive improvements to our documentation and processes. This is a hands-on position where your curiosity and commitment to service will directly impact customer retention and product perception.

Key facts

What you'll do

• Assume ownership of client communications across phone, email, and live chat, delivering consistent and accurate information regarding estate planning workflows.
• Leverage internal knowledge bases and training materials to diagnose issues and guide clients through structured troubleshooting steps with precision.
• Act as an escalation coordinator, managing the flow of complex user or partner inquiries to the appropriate internal specialists and tracking progress to closure.
• Independently research anomalies and edge-case scenarios that fall outside standard protocols, documenting your investigative process and sharing insights with the Success Team.
• Take ownership of the health of our self-service resources by updating and refining the Knowledge Base and FAQ content based on real-world interactions.
• Analyze customer interaction patterns and provide actionable feedback to refine our AI support systems and improve automated responses over time.
• Maintain meticulous records of every support engagement using CRM and communication platforms such as Intercom and Salesforce to ensure data integrity.
• Serve as an internal subject matter expert, translating intricate platform features into language that is understandable for advisors with varying levels of technical literacy.
• Monitor support metrics and identify opportunities to streamline workflows, reducing resolution time while preserving a high level of client satisfaction.
• Collaborate with cross-functional teams to ensure that support insights are integrated into product development and client onboarding strategies.

Requirements

• Bring a minimum of 3 years of professional experience in customer support, client success, or implementation roles where you handled complex inquiries.
• Possess a Bachelor's Degree or demonstrate an equivalent depth of relevant experience that proves your ability to master complex systems.
• Exhibit a proven track record of building strong rapport with clients and maintaining a consistently positive, helpful, and patient demeanor.
• Show exceptional written and verbal communication skills, adapting your style to connect effectively with a wide array of individuals and personalities.
• Thrive in a fast-paced, agile startup environment where priorities can shift quickly and adaptability is essential.
• Display a strong willingness to learn new technologies rapidly and explain their functionality clearly to users who may be less tech-savvy.
• Commit to working within the standard schedule requirements that may include occasional overlap with business hours in different time zones.
• Uphold the highest standards of confidentiality and discretion when handling sensitive personal and financial information.
• Demonstrate ownership of your learning journey, proactively seeking out product updates and best practices to enhance your support capabilities.
• Align with the core values of wealth.com, showing integrity, empathy, and a dedication to improving the estate planning landscape.

Nice to have

• Apply prior experience working within estate planning, financial services, or legal services environments to accelerate your contribution to the team.

Practical notes

• The company offers equity managed through Carta, providing a stake in the long-term success of the platform.
• Occasional in-person meetings will occur throughout the year to foster team cohesion and strategic alignment.
• Benefits are comprehensive and include medical, dental, and vision insurance, paid life and disability insurance, 100% paid parental leave, a 401k with company match, and generous paid time off.
• Employees are entitled to free estate planning services, allowing you to secure your own future with the same tools you are helping others navigate.