[Hiring] Customer Support Analyst @Vanilla

Vanilla is the leading estate advisory platform that makes it easy to deliver holistic wealth planning for every client. 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. Leading advisors from firms like Vanguard, Mariner, and Hightower trust Vanilla to model 16,000+ client estates, grow revenue, and expand relationships for generations to come.

Reporting to the SVP of Customer Experience, the Customer Support Analyst is a key member of the Customer Care/Support team tasked with delivering an exceptional customer experience. 

In this role, customer satisfaction is the most important measurement of success. 

This role will also contribute to building and scaling the customer support experience including thoughtful attention to the mechanisms and processes that provide important insight into product usage and client health.

This role is a remote position, 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.

The application deadline for this job is Wednesday, March 12th.

• Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms. 

• Identify, respond, and resolve issues and questions raised by Vanilla customers.

• Provide hands-on support to our customers to ensure their ongoing happiness. 

• Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner. 

• Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction. 

• Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need. 

• Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers. 

• Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives. 

• Collaborate with the SVP of Customer Experience to implement and track key metrics like a Client Health Score. 

• Become an expert in all things Vanilla.

• 3+ years of Customer Support experience. 

• Proven results in driving positive customer experience.

• Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills. 

• Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail. 

• A 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 (e.g. email, chat, and phone). 

• Bachelor's degree in Business Administration or equivalent.

• Knowledge of customer service principles and practices.

• Preferred proficiency in Google Suite and CRM tools, like Salesforce.

• Candidates must be legally authorized to work in the United States without the need for sponsorship now or in the future. Vanilla is unable to provide visa sponsorship at this time.

• Experience working in financial services or wealth management.

• Trust & Estate (T&E) industry experience as a paralegal or related role.  

• Customer service certification. 

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Budget for learning & development and home office setup 

The salary range for this role is $65,000 to $85,000. Our compensation packages also include a performance based bonus and equity.  Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.