Senior Customer Support

Our client is an Applied AI company redefining how families organize, protect, and transfer their estates. By integrating with banks, insurers, legal systems, and data providers, they create a real-time, intelligent estate view and automate complex legal-financial workflows. Backed by Accel and YC, they operate in a large, underserved market with significant growth ahead.

Location

Fully remote | 9 AM - 5 PM EST

Role Overview

The Senior Customer Support & Operations Specialist will architect and scale the operational infrastructure behind the customer experience. This role will design and document processes, lead complex case execution, identify automation opportunities, and serve as a key link between operations, product, and engineering.

The Specialist will act as the operational expert for nuanced workflows and play a critical role in enabling the company to scale.

Key Responsibilities

Operational Systems & Documentation

• Design and document comprehensive SOPs for complex estate-related workflows, including insurance claims, benefit eligibility, asset transfers, account closures, and multi-party coordination.

• Build scalable operational frameworks with quality control mechanisms and metrics to ensure consistency.

• Conduct deep research into unfamiliar legal, financial, and administrative workflows and convert findings into actionable playbooks, decision trees, and templates.

Process Improvement & Automation

• Identify workflow patterns and inefficiencies; collaborate with product and engineering to scope and prioritize automation opportunities.

• Leverage AI tools to support research, documentation, and execution throughout operational processes.

Customer Support & Case Management

• Own high-stakes customer cases requiring cross-functional coordination and deep operational knowledge.

• Handle escalated inquiries with clarity, empathy, and accuracy while translating insights into process improvements.

Cross-Functional Collaboration & Vendor Coordination

• Serve as the operational lead for customer-facing workflows and collaborate closely with product and engineering teams.

• Develop vendor and partner relationships to support specialized workflows and manage confidential information with discretion.

Qualifications

Experience

• Previous experience in customer support, operations, research, or administrative roles.

• Experience handling complex, detail-heavy workflows requiring accuracy and organization.

Skills

• Exceptional attention to detail and strong analytical and problem-solving capabilities.

• Ability to work independently, manage multiple requests, and navigate ambiguity.

• Excellent written and spoken English communication skills.

• Comfortable learning and using digital tools and platforms, including documentation tools, spreadsheets, and AI-assisted technologies.

• Familiarity with tools such as Notion, Loom, HubSpot, Google Sheets, Slack, Zoom, and AI research tools; experience with Intercom is a plus.

• Highly organized, proactive, empathetic, and mission-driven, with strong ownership and communication skills.

What Success Looks Like

• Well-documented, scalable operational systems and SOPs for complex estate workflows.

• Efficient, high-quality resolution of complex customer cases.

• Clear identification of automation opportunities and collaboration with product and engineering to improve processes.

• Strong internal and external communication that enhances customer experience and operational clarity.

Opportunity

This role offers the chance to shape the operational backbone of a fast-growing AI company revolutionizing the estate and wealthtech space. You will work closely with founders and cross-functional teams, gain deep expertise in complex operational workflows, and directly support families navigating important life transitions, all while contributing to the long-term scalability of the business. Apply now

Application Process:To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets

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