THE ROLE

We’re looking for a Digital Execution Coordinator to manage our Digital Execution (DE) program while our Project Specialist is on parental leave.

KEY RESPONSIBILITIES

• Manage all customer inquiries related to digital execution appointments (via Zendesk)
• Prepare wills and related documents in advance of signing sessions
• Lead and facilitate signing sessions, ensuring legal requirements are met (including acting as one of the two witnesses) and proactively troubleshoot and resolve issues
• Keep digital execution documentation up to date, including summarizing notes from sessions
• Ensure workflows (Google Sheets, Calendly, DocuSign, Zendesk, etc.) are functioning smoothly
• Take ownership of the end-to-end Digital Execution process, from scheduling through follow-up and rescheduling, ensuring customers feel supported at every step
• Collaborate with the CX and Operations team on process improvements and customer experience enhancements
• Compile and share customer feedback, insights, or themes that could be valuable to the marketing and product teams
• Provide accurate reporting on DE metrics (monthly)