Founded in 2017, Trust & Will is the leading digital estate planning platform, trusted by over one million users. We provide modern, accessible solutions to help families protect their legacies with attorney-approved, legally valid documents tailored to individual state requirements. Our seamless online platform simplifies the estate planning and settlement process, empowering individuals to create wills and trusts while also partnering with financial advisors, attorneys, and institutions to make legacy planning more inclusive and affordable.
We are a team that collaborates tightly, asks hard questions, ships quickly, and has fun. Our team cares deeply about crafting the highest quality product experiences, and each team member has a profound impact on the vision and direction of what we deliver.
We’re looking for someone who's eager to be the first point of contact for our members and join the team to help us bring estate planning to millions of Americans. You'll be a subject matter expert with in-depth knowledge around estate planning + the Trust & Will product.
About You:
You have experience delivering best-in-class consumer experiences. You are a strong, effective and resolution-driven communicator who can empathize with users, effectively, investigate issues, provide education, and propose thoughtful solutions. You are a clear and thorough writer who provides accurate, clear communication via customer experience platforms like Zendesk.
About the Role:
- Provide high-quality support for Trust & Will members. Effectively resolve issues via live chat, email, and phone calls.
- Communicate thoughtfully to provide answers to questions surrounding the Trust & Will products, services and general estate planning.
- Handle member issues directly and resolve complaints.
- Drive thoughtful and effective communication both internally and externally.
- Proactively identify bugs or bad experiences encountered by members. Clearly report issues to leadership.
- Work about 25 hours a week, generally via 5 hour shifts M-F on Pacific Time Zone hours during the hours of 7 am PST - 6 pm PST.
- This role may also require weekend hours.
Qualifications
- A thoughtful professional who is excellent at communicating through channels that require both written and verbal skills.
- A sincere obsession for customers while maintaining a lean, highly productive operation.
- Passionate about creative problem solving for members and the internal team.
- A track record for creative problem-solving.
- Self-motivated, eager to learn, and thrive in a collaborative, fast-paced environment.
- Experience with technology tools, such as Zendesk, G-Suite, Confluence, etc.
- This is an hourly non-exempt role with a schedule that will vary week by week.
- This position is available to candidates residing in the following states only: California (CA), Colorado (CO), Florida (FL), Georgia (GA), Idaho (ID), Illinois (IL), Maryland (MD), New Jersey (NJ), New York (NY), North Carolina (NC), Pennsylvania (PA), Texas (TX), Vermont (VT)
Bonus Points for:
- Bilingual in English/Spanish (speaking & writing)
- Startup experience
- Knowledge and understanding of Estate Planning
- Omni-channel support experience
Employee Benefits & Perks:
- Compensation: Salary + Equity
- Our salary for this position is $28 an hour, in addition to compensation, we also include an employee equity package as a component of our offer along with other benefits and perks outlined below.
- Extra
- Financial wellness benefits (Equity & tax advisory support, financial coach support, equity options, and employer-sponsored 401k with an employer match)
- Guest speakers & reimbursement for learning opportunities
- Family-friendly work environment. We support the complexity of a remote world with the needs of families.
- Optional company-sponsored events and travel throughout the year
- $250 Work from home stipend + Apple accessories
About Trust & Will:
- We are a remote-first company, giving our employees the flexibility they need to work in an environment that best suits their needs. Our hiring process is also conducted virtually unless otherwise noted. We are a company that was founded in San Diego, CA, and offer a collaborative co-working space that is available for you to use if you'd like but not required. #LI-Remote
- We are proud to be a certified B Corporation, using business as a force for good. We are committed to building a healthy, sustainable, and engaging working environment for all employees, their families, and communities. We publish an annual impact report to outline our positive contributions to our world and set an example for all employers.
- Trust & Will's mission is to help every family leave their legacy through affordable, accessible estate planning. That starts with the people we hire and the ways in which we support the development of their unique talents and capabilities. We are committed to prioritizing ways to make our company and industry more inclusive. This means we must be revolutionary in the way we value diversity to revolutionize our business sector. At Trust & Will, everyone has a seat at the table and space to be their authentic selves because only in a company that is inclusive and diverse can we truly stand in our members' shoes.
