Customer Support Representative at Closinglock in Austin, TX

About the Role

We are seeking a driven and enthusiastic Customer Support Representative to join our expanding team. In this role, you will provide a consistently great customer experience and serve as a customer advocate. You will play a key role in ensuring customer satisfaction by effectively troubleshooting issues, answering questions, and resolving concerns. This position will report to the Customer Support Team Lead and will play an integral role in developing a new, growing team. 

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

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

Perks & Benefits

At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. These benefits include:

• 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)

Closinglock is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.