Member Support Specialist

Hires remotely
Full Time
Opening date
Closing date
3 Oct 2021


This job has now closed and is no longer accepting applications.

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Archive Job Description

Hi, we’re Trust & Will. We’re making estate planning simple, affordable, & accessible with a design-first approach and amazing customer support. Since launching in 2017, we have hundreds of thousands of happy customers using our complete suite of products nationwide. We’re backed by some of the leading names in venture capital who all believe in our mission to provide families a better way to plan for the future.

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 bringing 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 a strong, effective and resolution-driven communicator who can empathize with users, educates, investigate issues, and propose solutions. You are a clear and thorough writer who documents progress of inbound support requests through customer experience platforms, like Zendesk.

You Will

  • Provide high-quality support for Trust & Will members to effectively resolve their issues via live chat, email, and phone
  • Communicate thoughtfully to provide answers to questions surrounding the Trust & Will products, services and general estate planning
  • Handle a user’s issues directly and resolve escalated customer complaints
  • Drive thoughtful and effective communication with both our members and Trust & Will teams
  • Create, iterate and document support processes, policies, and standards
  • Set clear goals and drive ongoing improvements to team operations and product utilization


  • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills
  • A sincere passion and obsession for customers while maintaining a lean, highly productive operation
  • Passionate about creative problem solving for both our members + internal team
  • Experience explaining how to reach key goals using software with end users
  • A track record for creative problem solving for customers and end users
  • Thrives in a collaborative, fast-pace, and quickly changing environment
  • Excellent communication skills via phone, chat and email
  • Analytical and process-oriented mindset
  • Self-motivated, eager to learn and thrive in an collaborative environment
  • Experience with tools: Zendesk, G-Suite, ClickUp
  • We are looking for people who can work Central or Eastern Time Zone hours
  • This is an hourly non-exempt role with schedules including: Sunday – Thursday or Tuesday – Saturday

Bonus points for

  • Bilingual in English/Spanish (speaking & writing)
  • Startup experience
  • Knowledge and understanding of Estate Planning

Benefits & Perks

  • Equity
  • Professional development support
  • Home office set up allowance
  • Excellent medical, dental, and vision coverage for you and your dependents
  • Flexible time off
  • 401k
  • Parental leave
  • Remote-first, office available in San Diego
  • Work alongside the founding team and help shape the future of the company while transforming an entire industry

All interviews will be conducted remotely. All new and existing Trust & Willers will continue to work remotely for the foreseeable future as a remote-first team.


Ensuring a diverse and inclusive workplace where we learn from each other is core to Trust & Will’s values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

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