Customer Success Specialist

Full-time
Remote or Raleigh, NC

Customer Success Specialist

Full-time
Remote or Raleigh, NC

About Atticus

Atticus is the first and only mobile app designed for probate and estate settlement, combining powerful technology with intuitive user experiences to save time and money, as families and their advisors navigate the probate, estate settlement and inheritance process together with confidence and peace of mind.

Without Atticus, the typical family spends an average of 513 hours and $14,225 over the course of 12+ months working to interpret one’s estate planning wishes, close financial accounts, manage the distribution of inheritance assets and coordinate ongoing communication across family members— usually with as many as 15 advisors involved.

At Atticus, we’re democratizing probate, estate settlement & inheritance by making it affordable, accessible, and simple by taking a technology-first approach towards building clean software to automate archaic & manually-intensive financial/legal processes.

While it’s not everyday you or I lose a loved one, everyday ~150k families do…. and their whole lives are changed.

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:

  • 1-3 years experience in Customer Success with track record for creative problem solving for customers and partners
  • Excellent communication skills via phone, chat and email
  • 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
  • Experience with tools: Zendesk, Intercom, G-Suite, ClickUp, Trello, Slack
  • Trust & Estate legal familiarity 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
Other benefits include
  • 100% remote. We make remote-work, work.
  • Flexible PTO
  • Eligible for employee stock options & equity grants

About Us

Atticus is a fintech company committed to empowering families through the process of bringing a close to the financial life of a loved one. It’s groundbreaking probate & estate settlement product is a comprehensive, all-in-one platform that combines personalized guidance with intuitive, easy-to-use tools allowing families and their advisors to save time and money by navigating the estate settlement and inheritance process together. Atticus is available nationally across the United States and Canada, and is backed by a passionate team of industry experts including tax, legal, financial and fiduciary professionals.

We’re a hard-working, fun-having team of ~15+ and growing quickly. We’d love to have you join us!

To learn more about how Atticus is reimagining the way families navigate legacy, visit our site or follow us on LinkedIn.

We're excited to meet you.

* Max file size 10MB.
Uploading...
fileuploaded.jpg
Oops, upload failed. Max size for files is 10 MB.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Open
positions
smiling middle aged female advisor

Senior Full Stack Engineer

Raleigh, San Diego, Toronto or Remote
Full-time
View Position

Community Manager

Remote or Raleigh, NC
Full-time
View Position

Technical Lead Developer (Owner)

Remote or Raleigh, NC
Full-time
View Position

Senior Customer Success Specialist

Remote or Raleigh, NC
Full-time
View Position