Customer Service Representative

Role overview

About the Role

The Customer Service Representative (Phone Support) serves as the initial phone contact for users of a software-based lending platform, handling general use questions, basic troubleshooting, call routing, and support escalations. The position focuses on delivering responsive frontline customer service while accurately directing issues that require assistance from other teams.

The work also involves learning major system features, client use cases, marketing materials, and event schedules to provide informed phone support. Success requires strong verbal communication, the ability to explain complex information clearly, effective time management, and the composure to maintain positive client relationships in a fast-paced environment.

Core Responsibilities

• Serve as the initial point of contact for phone inquiries, resolving questions that can be handled directly and routing other requests to the appropriate teams.
• Deliver high-quality customer support while managing call volume and clearly communicating relevant information when transferring or rerouting inquiries.
• Maintain current knowledge of major software features, client use cases, marketing materials, and event schedules to answer related questions accurately by phone.
• Review voicemail messages for callback opportunities and route callback responsibilities to the appropriate parties.
• Navigate established team and company protocols to address client calls efficiently or direct them to the appropriate resource.
• Assist users with general software questions and basic troubleshooting before escalating issues that require additional support.
• Properly route support escalations and sales inquiries to the appropriate teams.
• Track call volume and call topics to help identify recurring user pain points and opportunities to proactively address support demand.

Candidate Profile

• Minimum of 2 years of relevant customer support experience, including phone support.
• Strong English-language phone communication skills, including the ability to calm difficult clients and explain complex information verbally.
• Ability to maintain a calm, professional demeanor and strong interpersonal skills when working under pressure.
• Self-motivated approach with a willingness to learn, practice within the software system, and conduct independent research.
• Ability to work effectively in an unstructured, fast-paced environment while managing time and balancing priority, quality, and quantity.
• High level of integrity and a strong commitment to maintaining positive customer relationships.

• Experience working in the mortgage industry is strongly preferred.
• Previous experience communicating with business owners and executives is a plus.
• Relationship management experience is a plus.

Work & Pay Details

Location: Continental United States

Workplace: 100% Remote

Employment Type: Full-time, salaried

Annual Compensation: $45,000–$55,000, with exact compensation varying based on skills, experience, and location.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with employer match.
• Generous paid time off.
• Ongoing learning opportunities in a fast-paced startup environment.