Proactive Customer Support Specialist - Remote

Overview

Willful is on a mission to make estate planning simple, affordable, and accessible for Canadians. We’re transforming the way Canadians protect what matters most through an accessible online platform and support from human estate planning experts.

In Short

• Proactively call customers who started but didn't finish their estate planning.
• Provide support during busy times through phone, email, and chat.
• Investigate customer behavior and feedback to improve services.
• Translate customer pain points into actionable insights for the company.
• Become knowledgeable in estate planning and explain it simply to customers.

Requirements

• Comfortable making phone calls to strangers.
• Genuine care for customer needs and concerns.
• Curiosity about customer behavior and motivations.
• Ability to simplify complex information.
• Strong pattern recognition skills.
• Comfortable with uncertainty and adapting to new roles.
• Resilience to rejection and feedback.
• Strategic thinking about building scalable customer support.

Benefits

• Competitive salary with stock option participation.
• Comprehensive health benefits including dental and vision.
• Flexible perks such as health spending accounts.
• Wellness budget to support employee health.
• Flexible work hours and a 4.5-day work week.
• Company-wide recharge days off in December.
• Inclusive virtual team events and in-person retreats.