Customer Support

• Serve as the first point of contact for homeowners by answering inbound line calls, addressing inquiries, providing information, and offering support
• Respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries
• Engage with homeowners through our online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions
• Collaborate with a small team to review questions, improve functional knowledge, and iterate on processes
• Work closely with Hometap’s sales team, your direct manager, and Director of Sales to execute on and improve responses, processes, and conversion rates
• Proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction
• Methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns
• Act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction
• Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience

Homeowner Support Specialist

Commission Support Specialist

Live Support Specialist

Senior Customer Service Analyst

Residential Support Representative

Senior Customer Service Coordinator, Premium Retail Queue – Partnership Servicing