• 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.

• Become your own boss in an expanding market. • Contact individuals who have requested help without cold calling. • Understand and sell living benefit life insurance products.

• Collaborate with other founders • Help with co-founder pairings, MVP development, fundraising • Establish a foundation for long-term success • Join a highly selective program accepting only 20 founders a year

• Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations. • Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. • Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. • Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. • Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. • Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge. • Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers. • Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process. • Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement.