Customer Support /Poduct Support Analyst

Title: 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***

About Client
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 wont just be answering questions youll 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 enProducts 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 enProduct 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 enProduct helping people and growing your career alongside a company, youll 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.

Work Location
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.