CertifID

Customer Support

• Handle inbound support inquiries via phone, email, and chat ranging from "how-to" questions to debugging
• Triage requests, prioritize critical support issues, and relay information safely to the proper team
• Maintain speedy response times and high customer ratings while focusing on process improvement
• Develop customer relationships by providing functional and technical support
• Maintain and contribute to the knowledge base
• Ensure standard methodologies are used for assessing issues and providing effective solutions
• Collaborate with various teams to communicate root causes affecting customer success and drive product enhancements
• Aspire to exceed company goals, including customer retention and satisfaction

Support Specialist

Product Manager

• Start With Customers
• Every growth hypothesis at CertifID begins with a customer who is failing to reach value or could be maximizing value in new ways. You will be in direct conversation with buyers, sellers, homeowners, title officers, closing coordinators, developers and other real estate participants weekly to understand exactly where the experience breaks down and why. That upstream work is what separates experiments worth running from noise dressed up as rigor.
• Own the Growth Model
• Define the funnel, instrument what is missing, and make the biggest drops visible to the team. The growth model is not a dashboard you maintain. It is the operating framework the product team navigates by. Every month, the picture of where growth comes from should be clearer because you made it clearer.
• Run Experiments With Earned Conviction
• You will run experiments because you have done the discovery to know which ones matter. For every test you will:
• Form a hypothesis grounded in direct customer evidence
• Instrument measurement before launch
• Present results with a clear recommendation within days
• Act on the finding and move to the next question
• Quality of insight > volume of insight. Fewer experiments with sharper hypotheses beat a high-cadence A/B testing machine every time.
• Drive Activation and Expansion
• CertifID has multiple products and a growing participant surface. You will identify where accounts can expand, understand the behavioral and experience reasons behind the stall, and build the interventions that move them forward. Expansion revenue is a direct output of this work.
• Operate Across the Closing Ecosystem
• Growth at CertifID is unusually complex. Buyers and sellers experience it at the moment of highest financial stress and need quick, secure coordination with realtors, lenders, title agents, inspectors and other 3rd parties. You will navigate that web with fluency, working across sales, CS, marketing, and engineering to find and close the gaps that matter most.

Support Specialist

Principal Product Manager, Growth