Responsibilities
- Serve as the primary contact for incoming phone inquiries and record detailed, accurate call summaries
- Monitor and respond to multiple email queues, ensuring timely resolution within established service level agreements
- Deliver real-time chat support for platform features, including Remote Online Notarization services
- Process and assist with manual order submissions to enable seamless execution by operations teams
- Diagnose and resolve customer problems, escalate complex cases when needed, and track pending or paused requests
- Assist a diverse user base, including lenders, settlement agents, escrow officers, notaries, and individual consumers
- Recognize recurring challenges and report patterns to inform updates to training, guides, and product flows
- Assist in developing support materials and participate in special projects after onboarding completion
Compensation
Hourly pay is based on location: $26.50/hour in Zone 1 (San Francisco Bay Area, Seattle Metro, New York City); $23.50/hour in Zone 2 (all other U.S. locations). This role includes equity compensation.
Work Arrangement
Remote (Worldwide)
Team
Front-line support team focused on assisting lenders, settlement agents, notaries, and consumers, operating within a larger customer-facing operations group.
Other
- This position requires weekend availability and follows a fixed weekly schedule
- Work days are Monday, Thursday, Friday, Saturday, and Sunday
- Shift hours on Monday, Thursday, and Friday: 9:30am – 6:00pm PT / 10:30am – 7:00pm MT
- Shift hours on Saturday and Sunday: 8:00am – 4:30pm PT / 9:00am – 5:30pm MT
- Onboarding occurs Monday–Friday, 9:00am–5:30pm MT, for approximately three weeks
- Part-time employees do not qualify for benefits
- Applicants who are California residents are subject to a candidate privacy notice
