Customer Support Specialist

Snapdocs • San Francisco, CA

13d • $24 - $27 • Remote

About The Position

The Customer Support Specialist is the front line of the Snapdocs experience. You’ll support users across our platform by delivering fast, accurate, and empathetic assistance across phone, email, and chat.
This role is equal parts problem-solving, communication, and execution. You’ll work across multiple support channels, manage competing priorities, and ensure every interaction moves our users forward.

Requirements

• High school diploma or equivalent
• 1–2 years of customer support experience, including phone and email support
• Strong written and verbal communication skills
• Ability to quickly learn new systems and tools
• Customer-first mindset with strong empathy and patience
• Clear, concise communicator who can adapt to different audiences
• Highly organized and detail-oriented
• Able to multitask and stay focused in a fast-paced, high-volume environment
• Self-starter who can manage time and priorities effectively in a remote setting
• Curious, coachable, and open to feedback
• Collaborative team player with a positive attitude

Nice To Haves

• Experience working in a fully remote environment
• Experience in mortgage technology or a related industry

Responsibilities

• Own day-to-day support operations
• Serve as the first point of contact for inbound phone support, documenting detailed call notes and coordinating with internal teams
• Manage HubSpot email queues across multiple products and user groups, ensuring all tickets are resolved within SLA
• Provide real-time support via chat for Snapdocs’ RON product
• Monitor and follow up on new, open, and on-hold tickets to ensure timely resolution
• Support order execution
• Accurately submit manual orders on behalf of clients to ensure downstream operational teams can execute without delays or errors
• Troubleshoot and escalate
• Diagnose and resolve issues across the Snapdocs platform
• Escalate complex or unresolved issues appropriately
• Identify patterns in support requests and surface trends to improve processes, training, and product experience
• Contribute to continuous improvement
• Provide feedback on product and operational workflows
• Help identify opportunities to reduce support volume and improve the customer experience
• Support ad hoc projects, including building support resources and documentation

Benefits

• Excellent medical, dental, and vision coverage
• 401(k) with up to 4% company match
• 16 weeks of paid parental leave
• Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles
• Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles
• Summer & Winter Break (~1-week each) + 9 Holidays per year
• Healthcare and Dependent Care FSA
• HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)
• $15K Family Building Benefit (lifetime limit)
• Life and Disability Insurance
• $1,500 Annual Lifestyle Stipend to support your well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees