Customer Support Specialist
Snapdocs
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.
About the Role
Snapdocs is looking for a Customer Support Specialist who’s energized by helping people, solving problems, and delivering a support experience that users genuinely appreciate. In this role, you’ll become an expert across our products and serve as a trusted guide for lenders, settlement agents, escrow officers, notaries, and consumers.
You’ll handle chat, phone, and email support with accuracy and empathy, keeping our users moving forward and ensuring a smooth experience across the Snapdocs platform. If you’re someone who thrives in a fast-paced environment, enjoys continuous learning, and wants to play a critical role in customer satisfaction, this is the place for you.
What You’ll Do
- Support & Troubleshooting
- Deliver real-time assistance through chat for our RON product.
- Serve as the first point of contact for inbound calls; document detailed notes in HubSpot and coordinate with internal teams as needed.
- Manage multiple email queues in HubSpot, resolve tickets within SLA, and escalate when appropriate.
- Troubleshoot Snapdocs products, track issues, and partner with QA/training teams when recurring themes emerge.
- Operational Excellence
- Quickly and accurately submit manual orders to ensure smooth hand-offs to downstream operational teams.
- Keep all ticket statuses updated and take ownership of New, Open, and On-Hold items.
- Surface meaningful feedback that helps improve our product, processes, and support resources.
- Contribute to ad-hoc support projects and help build new resources once you’re fully ramped.
Minimum Qualifications
- High school diploma
- 1–2 years of customer service experience, including both phone and email support
- Strong written and verbal communication skills
- Ability to quickly learn new software systems
Skills & Strengths
- Empathy, patience, and a genuine desire to help
- A positive, solution-oriented mindset
- Curiosity and openness to feedback
- Strong attention to detail
- Ability to multitask and stay organized in a fast-paced environment
- Comfortable working independently in a remote setting
- Team-oriented and willing to collaborate
Nice to Have
- Experience working remotely
- Experience in mortgage technology or related industries
- Work Environment & Expectations
- Reliable high-speed internet and a quiet workspace
- Punctual, dependable attendance
- Ability to manage your schedule and communicate conflicts proactively
- Willingness to work overtime as assigned
- Compliance with all company policies and procedures
Compensation
- Zone 1: $26.50/hr (San Francisco Bay Area, NYC Metro, Seattle Metro)
- Zone 2: $23.50/hr (all other U.S. locations)
Why Snapdocs
We’re here to transform one of the most critical and complex industries in the world. That requires a team that is curious, driven, thoughtful, and practical. We value:
- Product discipline and clear reasoning
- Deep ownership of outcomes (not just tasks)
- Straightforward, honest communication
- Empathy for the people who use our software
This is a place for people who want to solve hard, meaningful problems with real economic impact — not just ship features.
Join Us
We’re expanding our product suite and the network it connects. To do that, we need people who are excited by complexity, energized by scale, and motivated to make a tangible dent in how the mortgage ecosystem works. If you’re hungry to learn, build, and lead — you’ll do the best work of your career here.
To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes:
- 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
Please note: Part-time employees are not eligible for benefits at this time
Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
California residents applying for positions at Snapdocs are subject to our candidate privacy policy. (www.snapdocs.com/california-candidate-privacy)