Full-Time Customer Support Analyst

About UsVanilla is the leading estate advisory platform. It makes delivering holistic wealth planning for every client easy. With Vanilla, you get powerful software for client engagement, estate planning, analysis, and document creation, all supercharged with AI and 180+ years of T&E expertise.

SummaryReporting to the SVP of Customer Experience, the Customer Support Analyst is a key member of the Customer Care/Support team. Delivering an exceptional customer experience is the most important measurement of success. This role will contribute to building and scaling the customer support experience. Thoughtful attention to mechanisms and processes that provide insight into product usage and client health is needed. This role is remote and you must be based out of one of the following states: CA, CO, CT, DE, FL, GA, ID, IL, IN, KY, MA, MD, ME, MN, NC, NH, NJ, NY, OH, OK, PA, RI, SC, SD, TX, UT, VA, WA, and WA D.C.

Responsibilities

• Deliver exceptional service to customers, from small wealth advisory businesses to the largest financial services firms.
• Identify, respond, and resolve issues and questions raised by customers.
• Provide hands-on support to ensure ongoing customer happiness.
• Evaluate the criticality of issues; isolate and escalate problems to senior management.
• Help clients leverage Vanilla through functional and conceptual instruction.
• Work cross-functionally with Customer Success, Sales, Product, Engineering, and Operations to ensure customer needs are met.
• Provide feedback on methods to optimize support flows and tools.
• Report regularly to internal stakeholders on support operations and collaborate with customer success managers and sales account executives.
• Collaborate with the SVP of Customer Experience to implement and track key metrics.
• Become an expert in all things Vanilla.

Required Qualifications

• 3+ years of Customer Support experience
• Proven results in driving positive customer experience
• Strong interpersonal skills to form relationships
• Ability to thrive in a fast-paced, high-growth environment with drive, accountability, and attention to detail
• Self-starter who thrives in a startup environment
• Excellent written and verbal communication skills
• Metrics-oriented and customer satisfaction driven
• Ability to manage multiple support channels
• Bachelor's degree in Business Administration or equivalent
• Knowledge of customer service principles

Preferred Qualifications

• Experience in financial services or wealth management
• Trust & Estate (T&E) industry experience
• Customer service certification
• Proficiency in Google Suite and CRM tools (e.g., Salesforce)

Benefits

• Flexible PTO and 10 paid holidays
• Parental leave (4 weeks for all, up to 12 weeks for birthing parents)
• Medical, dental, and vision benefits
• 401K eligibility after one month
• Learning & development budget
• Home office setup budget

Salary $65,000 - $85,000, plus bonus and equity (based on experience)

Application Deadline Wednesday, March 12th

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