Customer Support Specialist
About the Opportunity:
The organization operates in the U.S. mortgage market, providing workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors to streamline real estate closings. The Customer Support Specialist role supports lenders, settlement agents, notaries, and consumers by delivering efficient, high-quality support across phone, email, and chat.
Responsibilities:
• Serve as first point of contact for inbound phone support and document call notes
• Manage multiple email queues and respond to tickets within SLAs
• Provide live chat support for products, including Remote Online Notarization
• Submit and support manual orders for downstream operational teams
• Troubleshoot customer issues, escalate as needed, and follow up on open tickets
• Support a diverse user base including lenders, settlement agents, escrow officers, notaries, and consumers
• Identify common issues and surface trends to improve training, documentation, and workflows
• Contribute to support resources and ad-hoc projects after ramp-up
Requirements:
• High school diploma or equivalent
• 1 to 2 years customer service experience supporting customers via phone and email
• Strong written and verbal communication skills
• Ability to learn and navigate new systems and tools
• Empathetic, patient, and customer-focused
• Detail-oriented with strong follow-through
• Ability to multitask in a fast-changing environment
• Curious, coachable, and open to feedback
• Comfortable working independently in a remote setting while staying connected to a team
• Preferred: prior remote work experience
• Preferred: experience in mortgage, real estate, or fintech environments
Compensation:
• Hourly pay based on work location:
Zone 1 (San Francisco Bay Area, Seattle Metro, New York City): $26.50/hour
Zone 2 (All other U.S. locations): $23.50/hour
• Position includes equity and a comprehensive benefits package
Benefits & Perks:
• Medical, dental, and vision coverage
• 401(k) with up to 4% company match
• 16 weeks paid parental leave
• Flexible Paid Vacation Time Off plus 10 sick days for exempt roles
• Generous accrued Paid Vacation Time Off plus 10 sick days for non-exempt roles
• Summer and Winter Break (~1 week each) plus 9 holidays per year
• Healthcare and Dependent Care FSA
• HSA employer contribution ($75–150 for individuals, $150–250 for families)
• $15,000 Family Building Benefit (lifetime limit)
• Life and Disability Insurance
• $1,500 annual lifestyle stipend to support well-being
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.