Inbound Mortgage Customer Service Specialist
Allied Solutions
Customer Support Operations Lead
PhillyTech (SaaS Talent)
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone).
- Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros.
- Improve support processes and documentation based on customer interactions.
- Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness.
- Act as a player-coach : lead by example while mentoring and growing a small team.
- Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues.
Requirements
- 2–6+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company.
- Proven experience building or significantly improving support processes and tooling.
- Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) - (similar: HelpCrunch, Tidio, Freshdesk / Freshchat (Freshworks), LiveChat, LiveAgent, Customerly, etc)
- Operational mindset — someone who enjoys creating order out of chaos and building scalable systems.
- Customer-first mentality with strong communication skills (written and verbal).
- Comfortable in ambiguity, adaptable, and resourceful — thrives in fast-paced environments.
- Bonus : experience mentoring or managing others.
- Bonus : experience in the hospitality or events industry.
