Client Care Associate

Client Care Associate

Optional Work from Home • Pittsburgh, PA 15222

Overview

Category Customer Service

Description

Job Title: Client Care Associate

Location: Open to Remote or Hybrid

Department: Client Care

Reports To: Manager of Client Care

Company: Forever, Inc.

At FOREVER, we help families and individuals save, organize, and share their precious memories – for generations. As the world's first and only permanent, complete, and trusted memory-keeping platform in the Cloud, we provide a unique, end-to-end solution to digitize, back-up, share, and permanently store personal and family memories. We're on a mission to build a company that serves people and families for generations.

Founded in 2012, we are a growth-stage company that is scaling fast, investing in innovation, and expanding our reach. This is a rare opportunity to join a purpose-driven team that uses cutting-edge technology to serve people with deep emotional impact.

About the Role

FOREVER is seeking a dynamic, client-focused and tech-savvy professional to join our Client Care Team. In this role, you'll serve as the voice of FOREVER, delivering concierge-level support to clients via phone, email, and chat. You'll assist with product and service inquiries, troubleshoot software issues across our web, mobile (Android/iOS), and desktop platforms (Artisan® and Historian™), and document interactions using tools like Zendesk. The ideal candidate is organized, technically proficient, relationship-oriented, and passionate about delivering exceptional service.

Key Responsibilities

• Deliver exceptional client support across phone, email, and chat channels
• Troubleshoot software and service issues across web, mobile, and desktop applications
• Accurately document client interactions within customer support ticketing systems (e.g. Zendesk or similar platforms)
• Educate and guide clients on product features and best practices within the FOREVER memory-keeping platform
• Collaborate cross-functionally with Product, Engineering, and other teams to enhance the overall client experience
• Contribute to usability testing and continuous improvement initiatives
• Responsible for all other duties as assigned

Qualifications

• Secondary Education preferred, but not required.
• 3+ years of experience working in an inbound and/or outbound call center environment.
• Proficiency with customer support ticketing systems and live chat platforms.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Ability to thrive in a fast-paced, collaborative, and mission-driven environment with a proactive approach to problem-solving.
• Care deeply about helping people preserve and share their precious memories and stories.
• Are results-oriented, data-savvy, and proactive in solving challenges.
• Enjoy working with people and are a positive member of a mission-oriented, dedicated team.
• Want to grow your management and leadership skills in a high-impact role with a growing company.
• Appreciate a balance of strategic thinking and tactical execution.
• Mission-driven culture with meaningful impact on families around the world.
• Direct collaboration with senior leaders.
• A high-ownership, critical role in a growth-stage tech company.
• Competitive salary, benefits, and opportunities for advancement.
• A collaborative, values-driven team with a very highly connected remote workforce.

Job Details:

• Schedule: Monday – Friday 12 am – 9 pm EST plus 1-2 weekends/month (10 am – 6 pm shift EST) When working on weekends, you will be given 2 weekdays off that week.
• Compensation: $17.00/hour + based on experience