# Customer Support Representative

**Company:** [Closinglock](https://hotfix.jobs/companies/closinglock)
**Location:** Austin, TX
**Role:** Customer Support
**Experience:** 2+ years
**Skills:** Customer Support, technical support, Salesforce, Intercom, CRM, HTML
**Posted:** 2026-07-20

> Provide front-line customer support for Closinglock's real estate fraud prevention platform, resolving inquiries via phone, email, and chat while collaborating with product and engineering teams. Requires 2+ years of customer or technical support experience, strong communication and problem-solving skills, and comfort with basic HTML.

## Job Description

## Responsibilities
- 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.
- Create 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).

## Requirements
- 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.

This is a full-time, in-person position in our Austin, TX office.

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