What are the responsibilities and job description for the Customer Support Specialist position at Estate Guru, Inc.?
About Us
At Estate Guru, we are powering the transfer of wealth for millions of Americans on a single platform where families, advisors, and financial institutions’ incentives and roles are aligned. But we are more than a platform—we are the creators of a new estate planning and wealth transfer category serving thousands of clients. Building a category takes grit, determination, and a love for extraordinary thinking—but, most of all, it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
Our future team members are like our customers—tired of the ordinary, wary of traditional thinking, and morally conscious about those who take too much and provide too little value. Joining our team means committing to laying the foundational pieces of excellence: merit, execution, relentless pursuit of better, and deep self-accountability. We don’t shout orders from behind the walls of an ivory tower; we lead the charge from the front line. If you’re looking to be in the thick of innovation and not make excuses for the status quo, then you’ve come to the right place. Mind your footing, though—our work is not about balance; it’s about excellence.
About the role
We’re looking for a customer-focused and service-driven Customer Support Specialist to join the Estate Guru team. In this role, you’ll be the go-to person for both our customers and their financial advisors, guiding them through their estate planning journey with care and expertise. You’ll handle customer inquiries, troubleshoot issues, and make sure every interaction is smooth and stress-free. Your experience will help you quickly resolve a variety of concerns while keeping things professional, empathetic, and solution-oriented. Beyond day-to-day support, you’ll also play a key role in improving our processes, sharing insights with the team, and helping customers get the most out of our products and services.
Key Responsibilities
- Manage and coordinate incoming communications (phone, chat and email) from financial advisors as well as new and existing end-user clients.
- Manage and coordinate reporting and resolution of service tickets for inquiries and service requests, tech escalations for all issues that arise for users of our online platform.
- Communicate processes, products and next steps with clients to set realistic expectations.
- Prepare deed documents for funding of real estate assets into clients’ revocable trust.
- Developing great working relationships with internal team members and building ongoing relationships with financial advisors and end-user clients to provide the best possible experience and build customer loyalty.
- Personalize solutions based on customer needs, and effectively communicate them.
- Work in a fast-paced environment, often supporting multiple customers at the same time.
- Work in a team environment, demonstrating shared responsibility and accountability with other team members.
- Learn about and deepen your understanding of Estate Guru products and services to enhance the customer experience.
Qualifications
- 2 years of experience in customer support, technical support, or a related field.
- Strong troubleshooting skills and ability to analyze complex issues.
- Excellent verbal and written communication skills.
- Ability to work independently and manage multiple tasks efficiently.
- Proficiency in using support ticketing systems (e.g., Zendesk, HubSpot, or similar).
- Strong customer service mindset with a focus on empathy and problem-solving.
- Estate planning experience is a plus.
Benefits & Compensation:
- Competitive salary
- Comprehensive health, dental, and vision insurance
- Generous PTO and paid holidays
- Professional development opportunities
The Estate Guru Hybrid Work Model: Our hybrid work model is simple: we all gather in the office two days a week with the option/understanding that a 3rd day can be added at any time as your team needs. Mondays and Thursdays, plus one day that can be selected by your organizational leader. These purposeful in-person days help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Estate Guru is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
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