Customer Support Specialist

Snapdocs

3d•Remote

About The Position

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started. We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability. We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term. At Snapdocs, our Customer Support team plays a critical role in helping lenders, settlement agents, notaries, and consumers successfully complete real estate closings on our platform. We’re looking for a Customer Support Specialist to join our team and deliver thoughtful, efficient, and high-quality support across phone, email, and chat. This role is ideal for someone who enjoys solving problems, supporting customers in real time, and staying organized in a fast-paced environment.

Requirements

High school diploma or equivalent
1–2 years of customer service experience supporting customers via phone and email
Strong written and verbal communication skills
Ability to learn and navigate new systems and tools
Empathetic, patient, and customer-focused
Detail-oriented with strong follow-through
Able to multitask and stay focused in a fast-changing environment
Curious, coachable, and open to feedback
Comfortable working independently in a remote setting while staying connected to a team

Nice To Haves

Prior remote work experience
Experience in mortgage, real estate, or fintech environments

Responsibilities

Acting as the first point of contact for inbound phone support and documenting clear, thorough call notes
Managing multiple email queues and responding to tickets within defined SLAs
Providing live chat support for Snapdocs products, including Remote Online Notarization (RON)
Submitting and supporting manual orders so downstream operational teams can execute smoothly
Troubleshooting customer issues, escalating when appropriate, and following up on open and on-hold tickets
Supporting a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers
Identifying common issues and surfacing trends to help improve training, documentation, and product workflows
Contributing to support resources and ad-hoc projects once fully ramped