Customer Support Specialist

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About the Opportunity

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. The company is changing that. The platform currently powers 20% of all real estate closings in the country, and the organization is just getting started.

The company designs workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Customers range from the largest mortgage lenders to independent title companies. They trust the organization because it solves real operational pain with empathy, rigor, and reliability.

The organization is backed by prominent investors and is building for the long term.

About the Role

The Customer Support Specialist is the front line of the user experience. This role will support users across the platform by delivering fast, accurate, and empathetic assistance across phone, email, and chat.

This role is equal parts problem-solving, communication, and execution. The individual will work across multiple support channels, manage competing priorities, and ensure every interaction moves users forward.

Key Responsibilities

Own day-to-day support operations

• Serve as the first point of contact for inbound phone support, documenting detailed call notes and coordinating with internal teams
• Manage HubSpot email queues across multiple products and user groups, ensuring all tickets are resolved within SLA
• Provide real-time support via chat for the organization’s RON product
• Monitor and follow up on new, open, and on-hold tickets to ensure timely resolution

Support order execution

• Accurately submit manual orders on behalf of clients to ensure downstream operational teams can execute without delays or errors

Troubleshoot and escalate

• Diagnose and resolve issues across the platform
• Escalate complex or unresolved issues appropriately
• Identify patterns in support requests and surface trends to improve processes, training, and product experience

Contribute to continuous improvement

• Provide feedback on product and operational workflows
• Help identify opportunities to reduce support volume and improve the customer experience
• Support ad hoc projects, including building support resources and documentation

Required Qualifications

• High school diploma or equivalent
• 1–2 years of customer support experience, including phone and email support
• Strong written and verbal communication skills
• Ability to quickly learn new systems and tools

Key Skills & Attributes

• Customer-first mindset with strong empathy and patience
• Clear, concise communicator who can adapt to different audiences
• Highly organized and detail-oriented
• Able to multitask and stay focused in a fast-paced, high-volume environment
• Self-starter who can manage time and priorities effectively in a remote setting
• Curious, coachable, and open to feedback
• Collaborative team player with a positive attitude

Preferred Qualifications

• Experience working in a fully remote environment
• Experience in mortgage technology or a related industry

Working Hours

This role requires an early morning shift:

Monday–Friday: 6:00 AM — 2:30 PM MST

During onboarding (first 3 weeks), schedule will be:

Monday–Friday: 9:00 AM — 5:30 PM MST

Compensation

The base hourly rate for this role is determined by work location and falls into one of the organization’s geographic compensation zones:

• Zone 1 (San Francisco Bay Area, Seattle Metro, New York City): $26.50 per hour
• Zone 2 (All other U.S. locations): $23.50 per hour

Where an individual lands within their designated zone is based on the role and geographic location. In addition to base pay, this position includes equity and a comprehensive benefits package.

Additional Information

This role requires:

• A reliable high-speed internet connection and a quiet remote workspace
• Consistent attendance and punctuality
• The ability to work collaboratively and adapt in a dynamic environment

Why This Role

The organization is here to transform one of the most critical and complex industries in the world. That requires a team that is curious, driven, thoughtful, and practical. The organization values:

• Product discipline and clear reasoning
• Deep ownership of outcomes (not just tasks)
• Straightforward, honest communication
• Empathy for the people who use the software

This is a place for people who want to solve hard, meaningful problems with real economic impact — not just ship features.

The organization is expanding its product suite and the network it connects. To do that, it needs people who are excited by complexity, energized by scale, and motivated to make a tangible dent in how the mortgage ecosystem works. If an individual is hungry to learn, build, and lead — they will do the best work of their career here.

To support the team, a comprehensive & thoughtful benefits package is offered for all full-time employees, which includes:

• Excellent medical, dental, and vision coverage
• 401(k) with up to 4% company match
• 16 weeks of paid parental leave
• Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles
• Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles
• Summer & Winter Break (~1-week each) + 9 Holidays per year
• Healthcare and Dependent Care FSA
• HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)
• $15K Family Building Benefit (lifetime limit)
• Life and Disability Insurance
• $1,500 Annual Lifestyle Stipend to support well-being

Please note: Part-time employees are not eligible for benefits at this time.

The organization is proud to be an equal opportunity workplace. It is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If a disability or special need requires accommodation, please let the organization know.

California residents applying for positions are subject to the organization’s candidate privacy policy.