[Remote] Customer Support Specialist, Fintech

Note: The job is a remote job and is open to candidates in USA. Titus is building payment solutions for residential real estate, aiming to enhance the home sales process. They are seeking a Customer Support Specialist to manage high-volume customer interactions across various channels, ensuring a smooth experience for homeowners, vendors, and agents.ResponsibilitiesThe support line . Inbound calls and texts on the Titus line, plus missed-call triage so nothing goes unanswered during business hoursTier 1 customer responses . Email and HubSpot queues, worked from SOPs and templates, resolved independently when guidance is clearProduct walkthroughs . Logging in, accepting loan terms, sending funds, repayments, often with customers who aren't tech-comfortablePay-at-close lifecycle . Application data confirmation, document chasing, payoff invoices, and closing-date updates from application through repaymentLoan and disbursement queues . Manual loan approval intake and routing, plus the disbursement-approval and business-verification queuesACH and identity verification . ACH change confirmations and Plaid troubleshooting from our playbook — name changes, frozen credit, expired linksThe knowledge base . Pointing customers to the right article, and flagging or fixing anything out of date as answers and processes changePipeline hygiene . HubSpot cleanup, ticket categorization, spam filtering, and inbox order. Every ticket needs to be categorized and actioned, nothing aging or droppedEscalation routing . Tracking and routing bugs, payment failures, underwriting exceptions, disputes, and security issues to the right owner, early and clearlySkillsDirect fintech support experience. Hands-on support at a bank, fintech, or credit card company. This is a hard requirement, not a preferenceA track record of stability. 5+ years of professional support experience, with at least 2 continuous at a single employer. We want stability, not a history of short stintsPhone presence. Patient, clear, and calm with stressed customers, including elderly homeowners and small business owners mid-transactionStrong writing. Clean, accurate written communicationCRM fluency. Hands-on experience with HubSpot (what we use), Zendesk, Intercom, or a similar CRM/helpdesk toolDiscretion. Trustworthy with financial and personal information, which you'll handle every dayProcess discipline. Follows SOPs exactly and escalates early rather than guessing. Wire verification is a security procedure, not a conversationAvailability. US-based, available for a fixed 8-hour shift inside the 9am to 8pm ET window and willing to work a bit on the weekend to uphold our 24hr weekend SLACompany OverviewTitus is the preferred payments solution for businesses serving homeowners and real estate agents. It was founded in 2024, and is headquartered in Mill Valley, California, US, with a workforce of 2-10 employees. Its website is http://gotitus.com.