Customer Support Representative

What You’ll do

• Provide front-line support by responding to internal and external questions within agreed SLAs.
• Resolve time-sensitive inquiries related to home closings with empathy and attention to detail.
• Take ownership of customer issues and communicate updates and resolutions.
• Help customers gain value from our software by understanding their needs and successfully resolving inquiries.
• Show customers we care by creating a consistent customer experience.
• Identify solutions for inquiries over phone, email and live chat.
• Collaborate with development and product to resolve escalated issues.
• Deliver customer feedback and requests to product.
• Contribute to internal and external documentation.
• Assist with updating customer documents to include basic HTML and templating (training provided).

What we’re looking for

• Minimum 2 years of experience in customer or technical support.
• Excellent written and verbal communication skills.
• Strong interpersonal skills, with the ability to build rapport with customers.
• Excellent problem-solving and analytical skills.
• Ability to prioritize tasks and manage multiple inquiries effectively.
• Experience with ticketing in Salesforce, Intercom, or similar CRM.
• A positive and proactive attitude with a commitment to exceeding customer expectations.
• Comfortable with learning new technologies, like basic HTML.

Perks & Benefits

• Competitive salary.
• Equity compensation.
• Medical, dental, vision, and life insurance.
• Unlimited PTO.
• 401(k) match.
• Maternity/paternity leave.
• Fully subsidized downtown parking.
• Weekly lunch stipend.
• Full access to the on-site gym and locker rooms.
• Monthly team get-togethers (Lunches, social events, sports outings, etc).