Job Overview
Location
New York, USA
Job Type
Full-time
Category
Customer Success
Date Posted
March 21, 2026
Full Job Description
đź“‹ Description
- • As a Customer Care Specialist at Vanilla Forums Inc., you will be a pivotal member of the Customer Care/Support team, directly responsible for delivering an exceptional customer experience that drives satisfaction and loyalty. Your role is critical in ensuring clients—from small wealth advisory firms to large financial services institutions—receive timely, knowledgeable, and empathetic support that enables them to fully leverage Vanilla’s AI-powered estate planning platform.
- • Day to day, you will deliver exceptional service across multiple channels including email, chat, and phone; identify, respond to, and resolve customer issues and questions with urgency and precision; evaluate issue criticality and escalate complex problems to senior management when needed; provide hands-on functional and conceptual guidance to help clients maximize their use of the platform; collaborate cross-functionally with Customer Success, Sales, Product, Engineering, and Operations teams to ensure seamless customer experiences; contribute to optimizing support flows and tools by offering constructive feedback; report regularly on support operations and metrics such as Client Health Score; and continuously deepen your expertise in Vanilla’s product and estate planning domain to become a trusted advisor.
- • You will join a distributed, mission-driven team of builders and problem-solvers across the U.S., united by a shared vision to modernize estate planning through intelligent, visual technology. Vanilla fosters a culture of speed, autonomy, and impact, where your contributions directly shape both the product and the company’s growth trajectory in a fast-paced, high-growth startup environment.
- • In this role, you will develop deep expertise in SaaS support, financial services workflows, and estate planning technology; strengthen your ability to translate technical concepts for non-technical users; grow your skills in cross-functional collaboration, issue escalation, and customer health analytics; and gain experience in a scaling startup where initiative and ownership are rewarded—positioning you for advancement into senior support, customer success, or operations roles.
🎯 Requirements
- • 3+ years of Customer Support experience, preferably in SaaS or technology environments
- • Proven ability to drive positive customer experience and maintain high satisfaction metrics
- • Experience supporting cloud-based applications, subscriptions, and SaaS workflows
- • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users
- • Proficiency in Google Suite, Salesforce Service Cloud, JIRA, and Slack
- • Ability to manage multiple support channels (email, chat, phone) and thrive in a fast-paced, high-growth startup environment
- • Associates or Bachelor’s degree in Business Administration or equivalent experience
🏖️ Benefits
- • Flexible paid time off policy and 10 company-wide paid holidays
- • Medical, dental, and vision benefits coverage for employees and their families
- • 401K eligibility after one month of employment
- • Free estate planning documents as a unique perk tied to the company’s mission
- • Budget for learning & development and home office setup to support remote work and professional growth
Skills & Technologies
Remote
Degree Required
About Vanilla Forums Inc.
Vanilla provides open-source and SaaS community forum software that helps organizations create, manage and grow customer communities. The platform offers customizable discussion boards, moderation tools, analytics, single sign-on, integrations with CRM and support systems, and gamification features. It serves enterprises, gaming companies, and support teams seeking to reduce support costs, increase customer engagement, and gather product feedback through structured online conversations.
