Customer Care Specialist

About Us

Vanilla is a fast-growing financial and legal technology company that is revolutionizing the way that people approach estate planning. As category leaders, we empower advisors to unlock decades of industry-leading expertise to create an extensive and valuable plan for their clients.

We're currently looking for a Customer Support Analyst who is passionate about what Vanilla is delivering to customers. You'll be working with a group of diverse designers, developers, operations managers, and attorneys, all of whom share a passion for building beautifully designed products and making complex processes user friendly. 

This position is hybrid and includes working 3 days per week in our Salt Lake City office.

Job Description

In this role, customer satisfaction is the most important measurement of success.  You will be a key member of the Customer Support team tasked with delivering an exceptional customer support experience. This is an individual contributor role that will report to the Director of Customer Support. In addition to providing exceptional customer support, this role will be a key contributor to building and scaling the customer support experience. This includes thoughtful attention to the mechanisms and processes that provide important insight into product usage and client health.

Responsibilities Include

• 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 Director of Support to implement and track key metrics like a Client Health Score

Qualifications

• 3+ years of Customer Support, Customer Success, or Wealth Management experience
  • Prior experience is a SaaS and/or start up organization highly preferred.
• 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
• Knowledge of Salesforce Service Cloud strongly preferred 
• Experience with Salesforce and business analytics platforms a plus

The compensation range for this role is $60,000 to $85,000. Our compensation packages also include a performance based bonus and equity. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.