Customer Service Representative (Phone Support)

Role overview Provide frontline phone support to users of a digital mortgage platform. Answer general product questions and basic troubleshooting requests, route issues or sales inquiries to the right teams, and help maintain positive customer relationships in a fast-moving, remote support environment.

Responsibilities - Handle incoming phone inquiries, resolving routine questions directly and routing other requests appropriately. - Manage call volume while giving customers clear information about next steps when their issue needs another team. - Stay current on product features, customer use cases, support materials, and relevant events so you can answer questions accurately. - Review voicemail for callback needs and direct follow-up to the appropriate people. - Apply support procedures flexibly to address or redirect calls efficiently. - Track call volume and topics to help identify recurring user problems and opportunities to reduce support demand.

Requirements - At least two years of customer support experience, including phone support. - Strong spoken English and the ability to explain complex information clearly and calm frustrated callers. - A steady, personable approach under pressure and a commitment to building customer trust. - Self-direction and willingness to learn the mortgage domain, practice in the software, and research questions independently. - Ability to manage time and balance quality, priorities, and call volume in a fast-paced setting.

Nice to have - Mortgage industry experience is strongly preferred. - Experience supporting business owners or executives, or managing customer relationships.

Benefits and work setup Full-time, remote position for candidates residing in the continental United States. First-year total annual compensation is listed as $45,000–$55,000. Benefits include medical, dental, and vision coverage, a 401(k) with employer match, and paid time off.