Customer Care Specialist

• Full-time W2
• 100% remote
• Salary range: 45 - 51k annually

Alix is seeking a full-time Care Team Specialist, strong in customer service to support our small but mighty and experienced team at our newly established start up.

A bit about Alix:

Alix is powering wealth across generations by handling the hardest parts of estate settlement and taking tedious tasks off the plates of anyone who’s experienced the loss of a loved one. Alix was built by the most experienced professionals in the estate settlement industry. We’ve put our years of experience to work, growing a dedicated care team and building an intuitive, AI-powered app to help transfer $84 trillion of wealth, simply and smartly, with personalized plans tailored to the unique needs of every family and estate.

We want to do good work with good people and have fun while doing it.

About the role:

As a Care Team Specialist at Alix, you will play a critical role in shaping the customer experience. Your primary responsibility will be to ensure the seamless execution of estate settlement processes for our customers. This is a full-time position, allowing you to work remotely, and you will be reporting directly to the Care Team Lead. Other responsibilities include:

• Build and nurture strong relationships with our customers, serving as their trusted advisor. You will create, maintain, and action against customer settlement plans.
• Be involved in all aspects of customer operations - this includes daily activities from engaging and converting leads to customers and throughout the estate settlement process.
• Make phone calls to potential customers, existing customers, and various institutions to complete activities related to settling estates.
• Be organized, keep detailed notes, and understand what steps need to be taken in order to settle each customer’s estate. This includes knowing what paperwork needs to be completed for institutions and knowing how to complete the paperwork properly.
• Troubleshoot and work through unanticipated roadblocks that may impact the settlement of an estate.
• Work out of the CRM tool to communicate with customers.
• Help write and refine standard operating procedures and playbooks, supporting the development of repeatable and measurable methods.
• Identify and resolve customer concerns or technical issues, working closely with other team members to ensure prompt resolution.
• Gather customer feedback and insights to inform how to improve the overall customer experience and product.
• Advocate for the customer and find ways to surprise and delight them.

About you:

• You’re a compassionate people person with high emotional intelligence, and have an innate ability to connect with customers and team members
• Strong problem-solving abilities, with a proactive approach to addressing customer needs and concerns
• Driven to improve the lives of people through excellent customer service
• You’re comfortable learning and using new technologies, as well as training others on how to use them
• Excellent verbal and written communication skills
• Strong aptitude for giving and taking direction
• Approach problem solving with a curiosity, a positive attitude and eagerness to collaborate with your teammates
• At least 3 years of experience in customer service, account management, or operations
• Bilingual, Spanish preferred but not required
• It’s helpful if you have experience with estate settlement (not required to qualify)

This is an incredible opportunity to make a significant impact in a fast-paced, entrepreneurial environment. If you are passionate about going above and beyond for customers, we would love to hear from you.