[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. 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 Skills 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 Experience working in a fully remote environment Experience in mortgage technology or a related industry 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 Company Overview Snapdocs is the mortgage industry’s leading digital closing technology provider, automating the interactions between lenders & settlement. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is