Customer Care Specialist

About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Summary

The Customer Care Specialist 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: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington

Responsibilities

• 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 Senior Director of Customer Success to implement and track key metrics like a Client Health Score.

• Become an expert in all things Vanilla.

Required Qualifications:

• 3+ years of Customer Support experience.

• Experience supporting customers in SaaS platforms - strong understanding of cloud-based applications, subscriptions, and common SaaS workflows.

• 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).

• Ability to explain technical concepts to non-technical users in a clear, professional manner.

• Associates, Bachelor's degree in Business Administration or equivalent experience.

• Knowledge of customer service principles and practices.

• Proficiency in Google Suite, Salesforce Service Cloud, JIRA, and Slack.

Preferred Qualifications:

• Experience working in financial services or wealth management.

• Customer service certification.

The salary range for this role is $55,000 to $75,000. 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.

Benefits:

• Flexible paid time off