Find & Apply For Customer Service Representative Jobs in Milan, Michigan

The Role Provide multi-channel support (phone, email, chat) for estate-planning SaaS users: diagnose, resolve, and escalate tickets; maintain knowledge base; improve AI chatbot responses; coordinate escalations and collaborate with Success Team. Use Intercom, Salesforce, ChurnZero, and other tools to track issues and drive customer satisfaction. Summary Generated by Built In About Wealth.com Wealth.com is the industry's leading AI Wealth Management platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, we deliver a seamless experience that sets us apart. Beyond having one of the most coveted domain names in FinTech, wealth.com is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth. A key reason behind our position as the #1 estate planning platform is our team. Our people thrive in a collaborative, supportive culture that fosters innovation and makes wealth.com a place where everyone truly enjoys working. Wealth.com is certified as a Great Place to Work for 2024 and named a 2024 finalist for Fast Company's Best Workplaces for Innovators! The ideal Support Associate both enjoys, and has experience in, the customer service space. This may be through face-to-face channels, such as retail, or over the phone, live chats, or emails. You enjoy working with people, both as customers, and within a tight knit team who create experiences our customers tell others about. You are motivated by learnings and new challenges and are looking for a role that can set you on a range of career paths.

Responsibilities:

Responding to individual client support issues via phone, email, and live chat within our estate planning product. Our support team are the experts behind the scenes that work in the moment to help educate and support our customers and their clients. Follow documentation and training materials to diagnose, resolve and escalate client support tickets when necessary. You'll listen, empathize, be patient, and problem-solve. Support escalation of user or partner issues, coordinate critical resources in the escalation process, and assist with issues through resolution. Take initiative to investigate and manage issues outside documented occurrences, and communicate them to the Success Team. Assist in creating and maintaining Knowledge Base / FAQ documentation to answer common support questions. Actively contribute to the ongoing improvement of our AI support systems. This includes analyzing common customer inquiries to train the chatbot, providing feedback on bot responses, and helping to identify new use cases for AI to enhance customer service efficiency. Communicate effectively, adapt to working environments and team priorities. Utilize Intercom, SalesForce, ChurnZero and/or other tools to keep track of support tickets. Display great organization skills and great attention to detail.

Qualifications:

3+ years of experience in customer support, success, and / or implementation Experience with estate planning, financial services, or legal services is strongly preferred. Entrepreneur at heart with a growth mindset who thrives in a fast-paced, flexible, startup environment; demonstrated ability to adapt and lead in a high growth environment. Able to build customer rapport and maintain a friendly, thoughtful atmosphere with customers at all times. Willing and able to address escalated client issues with speed and urgency. Strong communication skills (written & verbal) with the ability to work with a wide range of people. Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity. Able to collaborate across the organization. Able to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. Bachelor's Degree or equivalent years of experience. Why You'll Love Working for Wealth.com Flexible work environment. We do however meet together in person several times a year. Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees. 100% company-paid basic life insurance, short-term and long-term disability insurance. 100% paid parental leave upon eligibility. Company equity managed through Carta. 401k with match and 100% vesting upon hire. Generous PTO that grows with you — start with 15 days of vacation your first year, increasing annually up to 20 days. Flexible, use-it-your-way vacation — take time off in as little as one-hour increments. Take time off for holidays — and yes, your birthday counts too. Free estate planning! Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know. Read Full Description Skills Required 3+ years of experience in customer support, success, and/or implementation Experience with estate planning, financial services, or legal services Proven ability to build customer rapport and address escalated client issues with speed and urgency Strong written and verbal communication skills Ability to learn new technologies and communicate concepts to customers with varying technical expertise Entrepreneurial mindset, adaptable in fast-paced startup environments Bachelor's degree or equivalent years of experience Experience using Intercom, Salesforce, ChurnZero or similar support/ticketing tools Experience contributing to or analyzing AI support/chatbot systems Wealth Compensation & Benefits Highlights The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wealth and has not been reviewed or approved by Wealth. About This Summary Retirement Support — A 401(k) with company matching and immediate 100% vesting from Day 1 is offered. This structure is highlighted as especially employee-friendly for building retirement savings. Healthcare Strength — Full medical, dental, and vision coverage options extend to employees and their families. Company-paid basic life insurance plus short- and long-term disability are also noted in postings. Equity Value & Accessibility — All employees receive stock options, enabling direct participation in the company's growth. Broad eligibility indicates accessible ownership across roles. Learn more about Wealth's Compensation & Benefits → Wealth Insights What's It Like to Work at Wealth? Wealth Culture & Values Wealth Career Growth & Development What's the Work-Life Balance Like at Wealth? Wealth Leadership & Management Wealth Company Growth, Stability & Outlook View all jobs at Wealth View Wealth Profile Report Job