Customer Service Representative (Phone Support)

Role overview Serve as the first phone contact for users seeking help with a digital mortgage platform. You’ll answer general usage questions, handle straightforward troubleshooting, and direct calls to the right team when another group needs to take action. The position calls for steady, clear communication while managing a changing mix of call topics and volumes.

Responsibilities - Handle incoming phone inquiries, resolve issues within the role’s scope, and route other requests with useful context. - Maintain a helpful, professional caller experience while managing call volume and shifting priorities. - Stay current on platform features, common customer workflows, and relevant product or event information to answer questions accurately. - Review voicemail messages, identify callback needs, and assign follow-up to the appropriate team. - Follow support procedures while using judgment to resolve or redirect calls efficiently. - Track call volumes and recurring topics so teams can spot user difficulties and improve support.

Requirements - At least two years of relevant customer support experience, including phone-based support. - Strong spoken English and the ability to explain complex information clearly and calm frustrated callers. - A composed, people-focused approach, including under pressure. - Self-direction and willingness to learn the mortgage domain, practice in the software, and research unfamiliar issues. - Ability to manage time and balance service quality with a high and variable workload in a fast-moving environment. - Integrity and commitment to building positive customer relationships.

Nice to have - Mortgage industry experience is strongly preferred; experience supporting business owners or executives and relationship management is a plus.

Benefits and work setup The role is full-time, salaried, and fully remote for candidates residing in the continental United States. First-year total annual compensation is listed at $45,000–$55,000, with medical, dental, and vision insurance, a 401(k) with employer match, and paid time off. The role also offers opportunities to learn in a fast-growing environment.