Acting as the first point of contact for inbound phone support and documenting clear, thorough call notes
Managing multiple email queues and responding to tickets within defined SLAs
Providing live chat support for Snapdocs products, including Remote Online Notarization (RON)
Submitting and supporting manual orders so downstream operational teams can execute smoothly
Troubleshooting customer issues, escalating when appropriate, and following up on open and on-hold tickets
Supporting a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers
Identifying common issues and surfacing trends to help improve training, documentation, and product workflows
Contributing to support resources and ad-hoc projects once fully ramped

High school diploma or equivalent
1–2 years of customer service experience supporting customers via phone and email
Strong written and verbal communication skills
Ability to learn and navigate new systems and tools
Empathetic, patient, and customer-focused
Detail-oriented with strong follow-through
Able to multitask and stay focused in a fast-changing environment
Curious, coachable, and open to feedback
Comfortable working independently in a remote setting while staying connected to a team
Prior remote work experience (Nice to have)
Experience in mortgage, real estate, or fintech environments (Nice to have)

Customer Support Specialist

Key skills