Support Team Associate, Wealth.com
$60-70k
+ Equity
Best-in-class estate planning technology
Be an early applicant
Best-in-class estate planning technology
101-200 employees
Be an early applicant
$60-70k
+ Equity
101-200 employees
Company mission
To revolutionize estate planning by using AI-powered solutions to help financial advisors, benefits departments, and individuals.
Role
Who you are
- The ideal Support Associate both enjoys, and has experience in, the customer service space. This may be through face-to-face channels, such as retail, or over the phone, live chats, or emails
- You enjoy working with people, both as customers, and within a tight knit team who create experiences our customers tell others about
- You are motivated by learnings and new challenges and are looking for a role that can set you on a range of career paths
- 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. Willing and 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 be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organization
- 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
What the job involves
- Responding to individual client support issues via phone, email, and live chat within our estate planning product. Our support team are the experts behind the scenes that work in the moment to help educate and support our customers and their clients
- Follow documentation and training materials to diagnose, resolve and escalate client support tickets when necessary. You'll listen, empathize, be patient, and problem-solve
- Support escalation of user or partner issues, coordinate critical resources in the escalation process, and assist with issues through resolution
- Take initiative to 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
- Actively contribute to the ongoing improvement of our AI support systems. This includes analyzing common customer inquiries to train the chatbot, providing feedback on bot responses, and helping to identify new use cases for AI to enhance customer service efficiency
- Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets
- Display great organization skills and great attention to detail
Our take
50% of personal wealth in the US will change hands in the next two decades, inciting a need for estate planning solutions that are efficient, insightful and help grow the pre-existing pots. Wealth.com aids this transfer through its estate planning platform for financial institutions and their clients.
Wealth.com’s platform leverages next-gen technology infused with AI to help the financial planning of personal estates. Differentiating it from the crowded wealth planning market is the company’s balance of machine learning technology and a human touch, rendering it one of the only tech-led, end to-end platforms built specifically for financial institutions.
Balancing fintech fluency and boutique estate planning, Wealth.com has attracted the eye of investors. Its latest and substantial funding round will fuel growth and product development, positioning the company to continue its path of success.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Sep 2024
$30m
SERIES A
Mar 2022
$16m
SEED
Total funding: $46m
Company benefits
- Fully remote, flexible work environment (we do however meet together in person several times a year)
- Full medical and dental benefits
- Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged
- Paid Parental Leave
- Company equity managed through Carta
- 401k with Match and 100% vesting upon hire
Company HQ
Camelback East Village, Phoenix, AZ
Leadership
Rafael Loureiro
(CEO)Official Member of the Forbes Finance Council. Previoulsy CTO at LexisNexis Risk Solutions and Emailage Corp, and CRM at Avanade.
Rei Carvalho
(Co-Founder & Executive Chair)Previously Managing Partner at Bela Juju Ventures and CEO at Emailage. Was also CTO at Phoenix Kiosk and Secure Medical.
Tim White
(Co-Founder & Chief Growth Officer)Previously Chief Partnership Officer at Emailage, Business Development Executive at CrossChx and GlobalMed Telemedicine, and a Sales Operations Manager at Outreach International.
Danny Lohrfink
(Co-Founder & CPO)Executive Board Member on the Fast Company Executive Board. Was Business Lead at SoFi and VP of Private Wealth Management (Americas COO Team) at Goldman Sachs.
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