Note: The job is a remote job and is open to candidates in USA. Snapdocs is transforming the U.S. mortgage market by providing innovative workflow software and AI-driven automation. The Customer Support Specialist will be responsible for assisting users across the platform by delivering fast, accurate, and empathetic support through various channels.
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 Snapdocs’ 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 Snapdocs 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
Skills
- 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
- 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
- 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
- Experience working in a fully remote environment
- Experience in mortgage technology or a related industry
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
Company Overview
Snapdocs is the mortgage industry’s leading digital closing technology provider, automating the interactions between lenders & settlement. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://www.snapdocs.com.