[Remote] Customer Support Specialist

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