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.