Digital Execution Coordinator (Parental Leave Coverage) bei Willful
Willful · Toronto, Kanada · Remote
- Professional
Location: Remote (Canada)
Type: Temporary, Contract (Parental Leave Coverage – approx. 6-7 months)
About Willful
Willful is a Canadian company that helps people create their wills and estate planning documents online in a simple, affordable, and accessible way. We proudly support thousands of Canadians each year as they take this important step for their families.
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.
What is Digital Execution?
In British Columbia, it’s legal to electronically sign and virtually witness your will. Willful’s Digital Execution program allows customers to sign and witness their will online through DocuSign, in a live appointment with two Willful team members acting as witnesses. The program ensures all legal requirements are met while providing customers with a supportive, guided experience.
In this role, you’ll be the main point of contact for customers booking and attending digital execution appointments, ensuring that every session runs smoothly and that customers feel supported throughout the process. You’ll also manage the behind-the-scenes work that keeps the program running smoothly: preparing documents, coordinating schedules, ensuring workflows function seamlessly, and following up with customers after their sessions.
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)
What We’re Looking For
- Experience in operations, customer support, or a client-facing role
- Strong organizational skills and attention to detail
- Comfort with technology and ability to learn new tools quickly (experience with DocuSign, Zendesk, or Calendly a plus)
- Excellent communication skills, both written and verbal
- Confidence facilitating live sessions with customers and problem-solving on the fly
- Ownership mindset - takes initiative to identify gaps, follow through, and see tasks to completion
- Empathy and professionalism when supporting customers with sensitive life events
Nice to Have
- Background in legal, compliance, or estate planning (not required)
- Experience working in a remote-first team
- Experience facilitating virtual meetings or events
Contract Details
- Monthly rate based on hours and level of experience
- Flexible part-time training in October–November under our current Project Specialist
- 32 hours/week starting late November, with a break over the holidays
- 32 hours/week January–March, with anticipated scale down after March based on seasonal demand
- Contract ends when our Project Specialist returns from leave in June.
Hiring Process
30-minute interview with the Hiring Manager
30-minute interview with the Hiring Manager and Project Specialist
Reference and background check
Offer
Meet the team
