<meta><h2 style="font-family:" basel="" grotesk",arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;"=""><b><strong style="color:rgb(53,55,68);background-color:rgb(255,255,255);font-size:14pt;white-space:pre-wrap;">Role Summary</strong></b></h2><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Estate Guru is seeking a customer-focused, service-driven, and highly organized Customer Support Specialist to support both our clients and their financial advisors throughout the estate planning journey. This role serves as a key point of contact for incoming questions, support needs, and service issues, ensuring each interaction is handled with professionalism, empathy, and efficiency.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">The ideal candidate is calm under pressure, solution-oriented, and skilled at managing multiple customer needs in a fast-paced environment. This person will help troubleshoot issues, coordinate service requests, communicate next steps clearly, and support a seamless customer experience across our platform and services. In addition to day-to-day support, this role will also contribute to process improvement, internal collaboration, and long-term customer satisfaction and loyalty.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(53,55,68);font-size:14pt;white-space:pre-wrap;">Key Responsibilities</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Manage and coordinate incoming customer communications across phone, chat, and email from financial advisors and new and existing end-user clients</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Manage service tickets, support requests, and issue resolution, including coordinating technical escalations related to the online platform</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Troubleshoot customer concerns and help resolve a variety of support issues in a timely, professional, and solution-oriented manner</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Communicate processes, product information, and next steps clearly to set realistic expectations for clients</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Prepare deed documents for the funding of real estate assets into clients’ revocable trusts</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Build strong working relationships with internal team members, financial advisors, and end-user clients to deliver an exceptional customer experience</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Personalize support solutions based on customer needs and communicate them effectively</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Support multiple customers and competing priorities in a fast-paced environment while maintaining quality and responsiveness</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Work collaboratively within a team environment with shared accountability for service delivery and customer outcomes</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Continuously learn Estate Guru products, services, and internal processes to better support customers and improve the client experience</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Share customer feedback and support insights to help improve workflows, service quality, and the overall customer journey</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(53,55,68);font-size:14pt;white-space:pre-wrap;">Qualifications</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">2+ years of experience in customer support, technical support, client service, or a related field</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Strong troubleshooting skills with the ability to assess issues, identify solutions, and resolve problems effectively</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Excellent verbal and written communication skills</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Strong customer service mindset with a focus on empathy, professionalism, and problem-solving</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Ability to work independently while managing multiple tasks and priorities efficiently</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Experience using support ticketing systems such as Zendesk, HubSpot, or similar platforms</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Strong organizational skills and attention to detail</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Ability to work effectively in a fast-paced, team-oriented environment</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Estate planning experience is a plus</span></li><li style="color:rgb(53,55,68);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:11pt;white-space:pre-wrap;">Experience supporting clients in a professional services, legal, financial, or technology-based environment is a plus</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(53,55,68);font-size:14pt;white-space:pre-wrap;">What success looks like for this role</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Customers and financial advisors receive timely, professional, and solution-oriented support</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Service tickets and customer issues are handled accurately, efficiently, and with strong follow-through</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Clients clearly understand processes, next steps, and available solutions</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Deed preparation and related support tasks are completed accurately and in a timely manner</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">The customer experience is smooth, supportive, and confidence-building during what can often be a complex process</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Internal teams view this person as dependable, collaborative, and proactive in resolving issues</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Customer feedback, recurring issues, and service trends are identified and shared to support continuous improvement</span></li><li style="color:rgb(53,55,68);font-size:10pt;--listitem-marker-color:#353744;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">This person helps strengthen customer trust, satisfaction, and loyalty through consistent service excellenc</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(53,55,68);font-size:14pt;white-space:pre-wrap;">Compensation & Benefits</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Competitive salary and discretionary bonuses</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Comprehensive health, dental, and vision insurance</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Elective benefits for life, critical illness & hospital indemnity plans</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Company paid short-term disability insurance </span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Internet Reimbursement </span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Generous PTO and paid holidays</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Professional development opportunities</span></li><li style="color:rgb(53,55,68);font-size:10pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(53,55,68);font-size:10pt;white-space:pre-wrap;">Fitness Reimbursement</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:11.5pt;white-space:pre-wrap;">Applicants in the United States of America have rights under Federal Employment Laws:</span><a href="https://www.dol.gov/agencies/whd/posters/fmla" target="_blank" class="css-173makr-linkStyle" style="color:rgb(30,74,169);cursor:pointer;"><u><span style="color:rgb(17,85,204);font-size:11.5pt;text-decoration:underline;white-space:pre-wrap;">Family & Medical Leave Act</span></u></a><span style="color:rgb(0,0,0);font-size:11.5pt;white-space:pre-wrap;">,</span><a href="https://www.eeoc.gov/poster" target="_blank" class="css-173makr-linkStyle" style="color:rgb(30,74,169);cursor:pointer;"><u><span style="color:rgb(17,85,204);font-size:11.5pt;text-decoration:underline;white-space:pre-wrap;">Equal Opportunity Employment</span></u></a><span style="color:rgb(0,0,0);font-size:11.5pt;white-space:pre-wrap;">,</span><a href="https://www.dol.gov/agencies/whd/posters/employee-polygraph-protection-act" target="_blank" class="css-173makr-linkStyle" style="color:rgb(30,74,169);cursor:pointer;"><u><span style="color:rgb(17,85,204);font-size:11.5pt;text-decoration:underline;white-space:pre-wrap;">Employee Polygraph Protection Act</span></u></a></p>
