Customer Support Specialist

Role Summary Estate Guru is seeking a customer-focused, service-driven, and highly organized Customer Support Specialist to support both our clients and their financial advisors throughout the estate planning journey. This role serves as a key point of contact for incoming questions, support needs, and service issues, ensuring each interaction is handled with professionalism, empathy, and efficiency. The ideal candidate is calm under pressure, solution-oriented, and skilled at managing multiple customer needs in a fast-paced environment. This person will help troubleshoot issues, coordinate service requests, communicate next steps clearly, and support a seamless customer experience across our platform and services. In addition to day-to-day support, this role will also contribute to process improvement, internal collaboration, and long-term customer satisfaction and loyalty. Key Responsibilities Manage and coordinate incoming customer communications across phone, chat, and email from financial advisors and new and existing end-user clients Manage service tickets, support requests, and issue resolution, including coordinating technical escalations related to the online platform Troubleshoot customer concerns and help resolve a variety of support issues in a timely, professional, and solution-oriented manner Communicate processes, product information, and next steps clearly to set realistic expectations for clients Prepare deed documents for the funding of real estate assets into clients’ revocable trusts Build strong working relationships with internal team members, financial advisors, and end-user clients to deliver an exceptional customer experience Personalize support solutions based on customer needs and communicate them effectively Support multiple customers and competing priorities in a fast-paced environment while maintaining quality and responsiveness Work collaboratively within a team environment with shared accountability for service delivery and customer outcomes Continuously learn Estate Guru products, services, and internal processes to better support customers and improve the client experience Share customer feedback and support insights to help improve workflows, service quality, and the overall customer journey Qualifications 2+ years of experience in customer support, technical support, client service, or a related field Strong troubleshooting skills with the ability to assess issues, identify solutions, and resolve problems effectively Excellent verbal and written communication skills Strong customer service mindset with a focus on empathy, professionalism, and problem-solving Ability to work independently while managing multiple tasks and priorities efficiently Experience using support ticketing systems such as Zendesk, HubSpot, or similar platforms Strong organizational skills and attention to detail Ability to work effectively in a fast-paced, team-oriented environment Estate planning experience is a plus Experience supporting clients in a professional services, legal, financial, or technology-based environment is a plus What success looks like for this role Customers and financial advisors receive timely, professional, and solution-oriented support Service tickets and customer issues are handled accurately, efficiently, and with strong follow-through Clients clearly understand processes, next steps, and available solutions Deed preparation and related support tasks are completed accurately and in a timely manner The customer experience is smooth, supportive, and confidence-building during what can often be a complex process Internal teams view this person as dependable, collaborative, and proactive in resolving issues Customer feedback, recurring issues, and service trends are identified and shared to support continuous improvement This person helps strengthen customer trust, satisfaction, and loyalty through consistent service excellenc Compensation & Benefits Competitive salary and discretionary bonuses Comprehensive health, dental, and vision insurance Elective benefits for life, critical illness & hospital indemnity plans Company paid short-term disability insurance  Internet Reimbursement  Generous PTO and paid holidays Professional development opportunities Fitness Reimbursement Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act