Snapdocs

Customer Support Specialist

Snapdocs

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 - $27 per hour

About the role

  • Acting as the first point of contact for inbound phone support and documenting clear, thorough call notes
  • Managing multiple email queues and responding to tickets within defined SLAs
  • Providing live chat support for Snapdocs products, including Remote Online Notarization (RON)
  • Submitting and supporting manual orders so downstream operational teams can execute smoothly
  • Troubleshooting customer issues, escalating when appropriate, and following up on open and on-hold tickets
  • Supporting a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers
  • Identifying common issues and surfacing trends to help improve training, documentation, and product workflows
  • Contributing to support resources and ad-hoc projects once fully ramped

Requirements

  • High school diploma or equivalent
  • 1–2 years of customer service experience supporting customers via phone and email
  • Strong written and verbal communication skills
  • Ability to learn and navigate new systems and tools
  • Empathetic, patient, and customer-focused
  • Detail-oriented with strong follow-through
  • Able to multitask and stay focused in a fast-changing environment
  • Curious, coachable, and open to feedback
  • Comfortable working independently in a remote setting while staying connected to a team
  • Prior remote work experience (Nice to have)
  • Experience in mortgage, real estate, or fintech environments (Nice to have)
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
strong written communicationstrong verbal communicationempatheticpatientcustomer-focuseddetail-orientedstrong follow-throughmultitaskingcuriouscoachable
Certifications
high school diploma or equivalent