Customer Care Specialist

ABOUT US

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

SUMMARY

The Customer Care Specialist 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: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington

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 suppor...