Customer Support Specialist
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Job Description
Customer Support Specialist helping users successfully complete real estate closings. Engaging with customers via phone, email, and chat in a fast-paced remote environment.
Responsibilities:
- Acting as the first point of contact for inbound phone support and documenting clear, thorough call notes
- Managing multiple email queues and responding to tickets within defined SLAs
- Providing live chat support for Snapdocs products, including Remote Online Notarization (RON)
- Submitting and supporting manual orders so downstream operational teams can execute smoothly
- Troubleshooting customer issues, escalating when appropriate, and following up on open and on-hold tickets
- Supporting a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers
- Identifying common issues and surfacing trends to help improve training, documentation, and product workflows
- Contributing to support resources and ad-hoc projects once fully ramped
Requirements:
- High school diploma or equivalent
- 1–2 years of 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
- Able to multitask and stay focused in a fast-changing environment
- Curious, coachable, and open to feedback
- Comfortable working independently in a remote setting while staying connected to a team
- Prior remote work experience (Nice to have)
- Experience in mortgage, real estate, or fintech environments (Nice to have)
Benefits:
- 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 your well-being
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