Client Support Specialist

HOW TO APPLY:

To apply, please complete the two steps below:

• Subject Line: Send your resume and application materials with the exact subject line: "I'm THE ONE" to [email protected].
• The Video: Include a brief (60-second) video explaining why you are uniquely suited for this role.

Applications missing either of these steps will not be considered. We look forward to meeting you!

About Us:

At Timeless Estate Planning, we help families protect what matters most—the people they love, the lives they have built, and the legacy they want to leave behind.

Estate planning is deeply personal. Our clients come to us with important questions about their families, children, finances, businesses, and futures. They need more than accurate legal documents. They need a team that makes them feel cared for, keeps them informed, and makes a complicated process feel manageable.

That is where you come in.

We are looking for a Client Support Specialist (CSS) who combines exceptional client service with outstanding organization and attention to detail.

This is not a traditional intake role, and it is not a traditional legal assistant role.

You will be an essential part of the client journey—from the first conversation with a prospective client through the preparation, signing, and final delivery of their estate planning documents.

You will be the person helping make sure clients feel seen, supported, and taken care of while also making sure deadlines are met, information is complete, documents are prepared properly, and nothing falls through the cracks.

What You’ll Own

Client Experience & Communication

You will help create the experience our clients remember.

You will:

• Serve as a warm and professional point of contact for prospective and existing clients.
• Conduct introductory calls with potential clients, listen to what brought them to us, and guide them toward the appropriate next step.
• Explain our process clearly so clients understand what to expect.
• Schedule and coordinate client meetings and appointments.
• Follow up proactively with clients throughout the planning process.
• Help clients provide missing information and complete outstanding tasks.
• Communicate with clients by phone, email, and text in a way that is clear, compassionate, and professional.

File & Legal Process Management

Behind every excellent client experience is excellent follow-through.

You will help move estate planning matters from one stage to the next by:

• Reviewing attorney meeting notes and preparing client-facing design summaries
• Tracking outstanding client information and deadlines.
• Sending reminders and following up until required information is received.
• Reviewing client submissions for completeness before files move into drafting.
• Coordinating with attorneys, drafting team members, and other staff so everyone knows when a matter is ready for the next stage.
• Maintaining accurate notes, deadlines, and client information in our internal systems.
• Monitoring matters throughout the process and proactively identifying anything that could delay completion.

What We’re Looking For

Our ideal candidate brings:

• Exceptional written and verbal communication skills.
• A warm, confident, and professional presence.
• Strong organizational and time-management skills.
• Excellent attention to detail.
• The ability to manage multiple clients, deadlines, and priorities at the same time.
• Strong follow-through and personal accountability.
• Comfort handling sensitive personal, family, legal, and financial information with discretion.
• The ability to communicate compassionately with clients who may be navigating emotional or difficult circumstances.
• A proactive problem-solving mindset.
• The ability to work independently while communicating closely with a team.
• Comfort learning and using technology, including CRM/client management systems, Google Workspace, Slack, scheduling tools, and other internal software.
• The ability to learn processes quickly and consistently follow established systems.
• At least 1–2 years of experience in client service, legal support, hospitality, professional services, administrative operations, or a similar high-touch environment.

Experience in a law firm or estate planning practice is helpful and strongly desired, but not a requirement.

This Role Is Probably Not for You If…

· You prefer waiting for someone to tell you what to do next.

· You frequently need reminders to follow up.

· Details and deadlines feel restrictive rather than helpful.

· You dislike talking with clients.

· You become flustered when several priorities need attention at once.

· Or you think, “That’s not my job,” when you notice something that needs to be handled.

· Our team works collaboratively, and we take ownership of the entire client experience.

Pay: $25.00 - $28.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Work Location: In person