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

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

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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