Job Description

Sweetgum Labs Wealth Management is looking for a motivated and empathetic Customer Support Specialist to join our team as a Live Chat Support representative. In this role, you will be the front-line support for our clients, providing exceptional service and assistance as they navigate their financial planning journeys. You will contribute to our mission of integrating financial wellness with environmental sustainability by ensuring that our clients feel heard, informed, and supported.

Responsibilities

• Provide real-time support to clients via live chat, addressing inquiries and resolving issues promptly
• Identify and escalate critical issues while maintaining a high level of service
• Document client interactions accurately in the CRM system
• Collaborate with the sales and financial planning teams to ensure a consistent client experience
• Assist in the development of FAQs and other support documentation
• Gather client feedback to help improve services and processes
• Stay up-to-date on product knowledge and industry trends to effectively assist clients

Requirements

• High school diploma or equivalent; degree in communications, business, or related field preferred
• Previous experience in customer support or live chat roles
• Excellent written communication skills with a focus on clarity and professionalism
• Strong problem-solving abilities and a proactive approach to client support
• Ability to manage multiple chats and respond to clients efficiently
• Familiarity with CRM software and live chat tools
• Passion for client service and a commitment to ethical practices

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Stock Option Plan

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