Operations Specialist

Snapdocs•San Francisco, CA

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. The Opportunity The mortgage closing process involves dozens of moving parts — documents, deadlines, lenders, title agents, and signing professionals who need to be in the right place at the right time. Getting it right requires more than technology; it requires people who understand the industry, anticipate problems before they surface, and take genuine pride in delivering a seamless experience. Snapdocs is the digital closing platform connecting lenders and title companies across the mortgage industry. Our Notary Connect platform coordinates signing events across the country every day, and the Operations team is the backbone of making that happen reliably and at scale. We're looking for an Operations Specialist who brings the speed, precision, and customer service instincts to keep every transaction on track. The Role You'll own the end-to-end coordination of signing orders on our Notary Connect platform — from intake through completion. That means managing assignments, communicating with customers and notaries, resolving issues in real time, and applying your judgment to prevent problems before they escalate. This is a detail-oriented, fast-paced role that requires genuine industry knowledge: a working understanding of closing transactions and signing standards is essential to doing it well.

Requirements

High school diploma required.
A minimum of 1–2 years of related customer service experience.
Mortgage, title, or notary industry experience required — a foundational understanding of closing transactions and signing standards is essential to success in this role.
Strong written and verbal communication skills.
Ability to learn and navigate new computer system applications.

Responsibilities

Monitor and manage incoming signing orders; review details and special instructions for accuracy and completeness.
Keep order records up to date as changes occur throughout the signing lifecycle.
Apply independent judgment to anticipate potential issues and ensure orders progress smoothly at every stage.
Oversee automated notary assignment and take manual action on hard-to-fill orders, including direct outreach and incentive adjustments when appropriate.
Collaborate with customers to identify flexibility and meet performance targets for assignment speed and fulfillment.
Respond promptly to inbound communications from customers and notaries, providing clear and professional updates.
Escalate urgent matters appropriately and coordinate resolution efforts with internal Support and cross-functional teams.
Make outbound calls to resolve time-sensitive issues quickly and effectively.
Perform follow-up actions when automated reminders are not completed.
Proactively identify risks and intervene to prevent delays or disruptions to the signing experience.
Troubleshoot and resolve common transaction issues; route signing errors and corrections to the appropriate internal teams.
Deliver a positive customer experience even in high-pressure situations.