Polly

Support Engineer

• Resolve customer inquiries thoughtfully and efficiently across multiple channels (email, chat, phone), ensuring each interaction reflects empathy, clarity, and professionalism.
• Triage and troubleshoot incoming requests to identify whether issues stem from user error, product defects, configuration, or training opportunities.
• Collaborate cross-functionally with Engineering, Product, and Implementation teams to ensure accurate resolution and excellent customer experience.
• Spot trends in customer issues and proactively surface insights to the broader team to drive product and process improvements.
• Document solutions and contribute to internal and external knowledge resources to strengthen team learning and scalability.
• Participate in team initiatives and continuously contribute to improving support workflows, customer satisfaction, and service efficiency.

Customer Support Engineer

Customer Success Manager

• Build strong, proactive relationships with customers to ensure their satisfaction and long-term success.
• Proactively cross-sell and upsell products and services to existing clients, identifying opportunities to expand relationships and increase revenue.
• Regularly meet with Polly customers to discuss their needs, encourage adoption and usage of the platform, and check in on overall satisfaction.
• Track customer health metrics and KPIs to identify potential risks or opportunities early, address them directly, and report on customer status, risks, and opportunities each month.
• Compose thoughtful, personalized responses for a variety of customer requests, ensuring client satisfaction and retention.
• Lead renewal motion.
• Lead customer training sessions and work closely with stakeholders to ensure they fully understand and maximize their Polly platform.
• Work with cross-functional teams to contribute to a seamless and positive customer experience.
• Share customer insights and feedback with internal teams to help drive ongoing improvements.
• Provide support for customers with urgent or escalated issues by gathering necessary information, triaging tickets, and guiding them through internal Polly processes.
• Actively monitor and analyze customer feedback to identify actionable insights for improving the customer experience.
• Assist with handling escalations by addressing organizational challenges raised by customers and working toward resolutions.

Technical Writer

• Gather, analyze, and organize process documentation and process flows across internal systems and Polly.
• Translate complex workflows into clear, actionable, and user-friendly documentation for both internal teams and external audiences.
• Maintain up-to-date documentation on a regular basis, aligned with our two-week sprint cycles.
• Collaborate with product, engineering, and operations teams to ensure accuracy and usability of documentation.
• Continuously improve documentation standards, templates, and processes to enhance clarity and efficiency.

Recruitment

• Lead Full Cycle Recruiting: Develop pipelines of qualified candidates for present and future openings.
• Deliver a “Best in Class” Candidate Experience: Develop effective outreach strategies and ensure excellent candidate experience.
• Drive Internal Alignment: Communicate persuasively with candidates, hiring managers, and HR partners.
• Process Focused: Ensure compliance throughout the recruiting and hiring process.

Senior, Staff Full Cycle Recruiter

Accountant

• Ensuring proper approval and coding of expenses as well as maintaining T&E and corporate card systems.
• Manage billings and be the point of contact for customers on monthly reconciliations of invoices.
• Monitor accounts payable functions, ensuring that all vendor payments are approved and paid on-schedule, and AP aged balances are reviewed frequently.
• Ensuring proper setup of vendors, including approval, documentation, and ACH implementation.
• Perform month-end closing activities including preparing journal entries, account reconciliations, and variance analysis.
• Maintain accounts receivable records to ensure aging is up to date, credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared.
• Perform daily cash management duties, including the recording of bank deposits, updating and distribution of cash receipt records, and posting of cash to the accounts receivable sub-ledger.
• Support in filing of tax forms with federal and state agencies.
• Effectively using accounting knowledge to collaborate with varying levels of employees and management to drive sound business decisions.
• Identify improvements to automate existing processes.
• Provide support with annual financial audits.
• Audit monthly usage of products by customers.
• Assist in other ad-hoc projects as necessary.

Staff Accountant

Operations

• Lead Polly’s investor operations audit team to coach, develop the team, and build efficient and scalable processes
• Manage and build exceptional customer, investor, and internal relationships
• Direct and oversee all aspects of the investor customer audit process, instilling a culture of quality and excellence
• Partner cross-functionally with Quality, Product, and Support to manage investor relationships and solve real-time issues
• Continuously improve the end-to-end investor journey by building processes and systems that empower the team
• Proactively manage and analyze customer feedback and translate into actionable improvements
• Maintain efficiency in staffing models and proactively manage for future needs
• Act as the voice of the customers and advocate for their needs

Investor Operations Leader

Implementation Specialist

• Own complex customer implementations from kickoff through go-live, leading delivery and execution across all stages of the onboarding lifecycle
• Serve as a trusted advisor to customers, guiding them through platform capabilities, best practices, and strategic configurations aligned with their business needs
• Independently manage multiple high-impact customer projects with competing timelines and stakeholders
• Lead customer discovery sessions, synthesize findings, and design implementation plans tailored to each customer’s workflows and goals
• Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure a seamless customer onboarding experience
• Identify and resolve roadblocks quickly, using data and insights to communicate risks, surface tradeoffs, and mitigate issues
• Create and maintain implementation assets (templates, documentation, best practice guides) that support scalability
• Mentor and support junior team members during onboarding and delivery efforts

Implementation Consultant – Change Management, Delivery

Implementation Consultant, API Integration

• You have 5+ years of underwriting experience and will impact customer experience at a mortgage capital markets SaaS
• Daily review of emails from investors for guideline eligibility and ratesheet LLPA changes
• Daily review of internal comparison emails for LLPA changes
• Daily input of Spec Payup LLPAs for existing investors
• Add new products for existing investors as announced
• Troubleshoot escalated customer support tickets and audit existing investors for content accuracy (eligibility and/or LLPAs)

Investor Operations Specialist

System Administrator

• Who you are: 5+ years of GTM Systems experience, excited to work in a hyper-growth, fast-paced SaaS company impacting customer experience.
• Serve as the primary administrator for core CRM and GTM systems (Salesforce Sales Cloud & Service Cloud).
• Manage and optimize the GTM tech stack: user access, roles, permissions, integrations, workflows, and automation to support lead management and customer lifecycle.
• Develop and maintain dashboards, reports, and analytics to deliver actionable insights and troubleshoot system issues.
• Translate business needs into scalable system solutions and partner cross-functionally with RevOps, Sales, Marketing, and CS.
• Support tool evaluations, technology rollouts, change management, training, and documentation for Sales, Marketing, and Customer Success.