Customer Support Analyst

About Us Vanilla is the leading estate advisory platform that makes it easy to deliver holistic wealth planning for every client. With Vanilla, you get powerful software for client engagement, estate planning, analysis, and document creation–all supercharged with AI and 180+ years of T&E expertise. Leading advisors from firms like Vanguard, Mariner, and Hightower trust Vanilla to model 25,000+ client estates, grow revenue, and expand relationships for generations to come. Summary Reporting to the Senior Director of Customer Success, the Customer Support Analyst 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: CA, CO, CT, FL, GA, ID, IL, KY, MA, ME, MN, NH, NJ, NY, OH, PA, RI, SC, SD, TX, UT, VA, WA, WA D.C.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 $65,000 to $80,000. 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 policy and 10 company-wide paid holidays
• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
• Medical, dental, and vision benefits coverage for employees and their families
• 401K eligibility after one month of employment
• Free estate planning documents
• Budget for learning & development and home office setup
• Paid parking or transit for hybrid and in office employees

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. Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.