Snapdocs is looking for a Customer Support Specialist to provide thoughtful and efficient support for our real estate closing platform. You will act as the primary front-line partner for customers, owning issues from initial contact through to resolution across multiple channels.

What You'll Do

Act as the first point of contact for inbound phone support and document clear, thorough call notes.
Manage multiple email queues and respond to tickets within defined SLAs.
Provide live chat support for Snapdocs products, including Remote Online Notarization (RON).
Submit and support manual orders for downstream operational teams.
Troubleshoot customer issues, escalate when appropriate, and follow up on open tickets.
Support a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers.
Identify common issues and surface trends to improve training, documentation, and product workflows.
Contribute to support resources and ad-hoc projects once fully ramped.

What We're Looking For

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.

Nice to Have

Prior remote work experience.
Experience in mortgage, real estate, or fintech environments.

Benefits & Compensation

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.
Compensation: Zone 1 (San Francisco Bay Area, Seattle Metro, New York City): $26.50/hour. Zone 2 (All other U.S. locations): $23.50/hour. + equity.

Work Mode

This is a remote position open to candidates anywhere in the United States.

Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.