Customer Support /Poduct Support Analyst

Customer Support Specialist

Job Type: Full-Time Salary: $50,000 $75,000 per year (depending on experience) Location: In-person, 5 days per week Elmwood Park, NJ ***Hybrid is a possibility after 6 months***

Client is a fast-growing technology company focused on making estate planning simple, affordable, and accessible for everyone. Through our AI-powered platform, individuals and families can create essential estate planning documents such as wills, trusts, healthcare directives, and powers of attorney through a simple guided process. Our mission is to help families protect what matters most without the complexity and high costs traditionally associated with estate planning. As we grow, we are building a team of motivated individuals who want to help create an exceptional experience for our customers.

Why This Role Matters

Estate planning is something many people delay because it feels confusing or overwhelming. At Client, we are changing that by making the process simple and accessible. As a Customer Support Specialist, you will play an important role in helping customers navigate our platform and complete one of the most important tasks they can do to protect their families. You won't just be answering questions you'll be helping families protect their future.

Position Overview

We are seeking a Customer Support Specialist to assist customers using the Client platform and help answer questions related to the estate planning process and document creation. This role is ideal for someone who enjoys helping people, solving problems, and working in a fast-paced environment. We are looking for someone who wants to grow with the company and potentially move into a leadership or management role as the company expands.

Key Responsibilities

Respond to customer inquiries via phone, email, and live chat Help users navigate the Client platform and complete their estate planning documents Explain the document creation process in a clear and easy-to-understand way Assist customers with account issues such as login problems, document downloads, or payment questions Escalate complex technical or product questions to the appropriate internal team Document customer interactions in our CRM system Identify common customer questions and help improve support resources and FAQs Provide feedback to the product and development teams based on customer experiences Help contribute to building a best-in-class customer support experience

Qualifications

Preferred but not required: Prior customer support or customer service experience Experience working in technology platforms, SaaS, or online services Strong candidates will have: Excellent communication and interpersonal skills Strong problem-solving ability Comfort speaking with customers via phone, email, and chat Ability to explain complex topics in simple language Strong organizational and multitasking skills A positive attitude and willingness to learn Interest in working at a growing startup with career advancement opportunities

Who Thrives at Client

The people who succeed in this role tend to be: Naturally curious and eager to learn Comfortable taking initiative and solving problems independently Strong communicators who genuinely enjoy helping people Interested in growing with a company and taking on more responsibility over time Excited about working in a fast-growing startup environment If you enjoy helping people and growing your career alongside a company, you'll likely thrive here.

Career Growth Opportunity

This position offers significant growth potential as Client expands. Team members who demonstrate strong performance and leadership ability may have opportunities to move into roles such as: Customer Support Team Lead Customer Experience Manager Operations Manager Product Support Specialist We are looking for individuals who want to grow with the company and help shape the future of our customer experience team.

Elmwood Park, New Jersey This is a full-time, in-person role (5 days per week in the office for the first 6 months and then hybrid is a possibility).

Application Instructions We carefully review every application. Please read the full job description before applying and include a short response to the question below. Application Question In 35 sentences, please tell us: Why are you interested in working at Client and helping people complete their estate plans? Applications without this response may not be considered.