About the role

As a Customer Success Specialist, you will be the first point of contact for our customers & partners by helping to answer questions about Atticus products, services and general offerings. When necessary, you will document & resolve escalated customer complaints in a positive resolution-driven manner. You will be a subject matter expert with in-depth knowledge of financial + legal topics related to Probate, Estate Planning, Estate Administration, Estate Settlement & Inheritance.

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.

Atticus solves an emotional problem, while not required, it’s ideal to have some personal experience or understanding of the probate & estate settlement processes that we solve following the loss of a loved one— either as an executor, advisor, beneficiary, or caring friend/family member.

In this role, you will:

• Provide high-quality, resolution-driven support to Atticus customers & partners by effectively responding to questions & resolving issues via live chat, email, and phone
• Create, iterate and document internal support processes, policies and standards
• Establish & maintain 5-star rated customer support culture ⭐️⭐️⭐️⭐️⭐️
• Define & uphold customer support policies (i.e. engagement, Net Promoter Score, KPI's, etc.)
• Oversee & manage customer calls, emails, questions, inquiries, product reviews (app store, TrustPilot, etc.)
• Handle customer & partner issues directly and resolve escalated customer complaints
• Work with the product team to design & build automated support functions to enhance scalability (i.e. chat bot, email loops, etc.)
• Collaborate with internal Product Teams & Estate Settlement Specialists to identify & solve customer bugs/problems
• Partner with Content Team to supply FAQ, assist w/ content planning, and contribute as content writer
• Collaborate with Marketing team to test & provide insights into optimizing conversion, improving voice & tone, shaping feature PBL
• Foster thoughtful and effective communication across both our external customers/partners and internal working team

Qualifications

The ideal candidate for this role has a passion for helping others and proactive approach towards making things better. You love to help and add value across any conversation you join. You listen well, have a patient sense of empathy, and a knack for making people feel heard & appreciated. You get excited to brighten someone’s day in authentic ways, even if they’re frustrated or disgruntled.

You are a thoughtful communicator who is excellent at communicating across a variety of channels involving both written and verbal skills. You have a genuine passion for patiently helping customers while juggling an internally lean, fast-paced, highly productive internal culture.

You enjoy peaking behind the curtain to understand how things are built/work, but prefer engaging with customers over building product. If you don’t know an answer, you enjoy hunting to find it and can’t wait to share it with everyone once solved.

You’re well-organized, incredibly responsive and appreciate being empowered to 'sweat the small stuff.'

You have experience with:

• 3-5 years experience in Customer Success with track record for creative problem solving for customers and partners
• 5-7+ years working directly with customers, partners, industry affiliates & product shareholders
• Excellent communication skills via phone, chat and email
• Experience with tools: Zendesk, G-Suite, ClickUp, Trello, Slack
• Reasonable flexibility to work &/or be accessible during North American time zones: Eastern, Central, Mountain & Pacific
• Thrives in a collaborative, fast-pace, and quickly changing environment
• Self-motivated, eager to learn and thrive in an collaborative environment
• T&E legal knowledge ideal, but role does not engage in practice of law
• Required: Prior experience interfacing with customers directly and serving as a primary point of contact

Bonus points for interest or experience with:

• Experience working for a startup (pre-Series A/B stage)
• Digital marketing, including affiliate marketing, social media management,
• Personal/professional experience across end-of-life industries like: counseling through Grief, burial or funeral processes, probate & estate settlement
• Native or professional proficiency with French or Spanish languages