Customer Support Specialist at Snapdocs in Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - Experience working in a fully remote environment - Experience in mortgage technology or a related industry Required Skills: Customer Support, Phone Support, Email Support, HubSpot, Mortgage Technology, Empathy, Multitasking 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