Polly-posted 2 months ago
Full-time • Mid Level
Dallas, TX
101-250 employees
Credit Intermediation and Related Activities

You have 4+ years of customer service or technical support experience and are ready to take the next step in your career with a hyper-growth, fast-paced SaaS company that's transforming the mortgage industry. You're motivated by solving complex customer challenges, thrive in collaborative environments, and are eager to deepen your technical expertise. You're looking for a role where you can make an immediate impact while developing into a senior position in the near future.

  • Resolve customer inquiries thoughtfully and efficiently across multiple channels (email, chat, phone), ensuring each interaction reflects empathy, clarity, and professionalism.
  • Triage and troubleshoot incoming requests to identify whether issues stem from user error, product defects, configuration, or training opportunities.
  • Collaborate cross-functionally with Engineering, Product, and Implementation teams to ensure accurate resolution and excellent customer experience.
  • Spot trends in customer issues and proactively surface insights to the broader team to drive product and process improvements.
  • Document solutions and contribute to internal and external knowledge resources to strengthen team learning and scalability.
  • Participate in team initiatives and continuously contribute to improving support workflows, customer satisfaction, and service efficiency.
  • 4+ years of experience in Customer Support, Technical Support, or Client Services-preferably within a SaaS or FinTech environment.
  • Technical aptitude with the ability to quickly learn and navigate tools like Google Workspace, Slack, Freshdesk, Salesforce Service Cloud, or JIRA.
  • Strong written and verbal communication skills-you can explain technical issues clearly and tactfully to non-technical audiences.
  • Empathy, diplomacy, and composure under pressure when working through challenging customer issues.
  • Passion for customer experience and a proactive mindset toward improving processes, not just following them.
  • Familiarity with mortgage industry processes (loan origination, pricing, eligibility, etc.) and related technologies (Encompass, Blend, Byte, Total Expert) - or a strong willingness to learn.
  • Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
  • Comprehensive Health Coverage: Enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind.
  • Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly's flexible, non-accrued vacation policy-because we trust you to balance work and life.
  • Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.
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