Customer Support Specialist

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started.

We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability.

We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term.

At Snapdocs, our Customer Support team plays a critical role in helping lenders, settlement agents, notaries, and consumers successfully complete real estate closings on our platform. We’re looking for a Customer Support Specialist to join our team and deliver thoughtful, efficient, and high-quality support across phone, email, and chat.

This role is ideal for someone who enjoys solving problems, supporting customers in real time, and staying organized in a fast-paced environment.

What You’ll Do

As a Customer Support Specialist, you’ll be a front-line partner for our customers and own issues from first contact through resolution. Your responsibilities will include:

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Acting as the first point of contact for inbound phone support and documenting clear, thorough call notes

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Managing multiple email queues and responding to tickets within defined SLAs

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Providing live chat support for Snapdocs products, including Remote Online Notarization (RON)

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Submitting and supporting manual orders so downstream operational teams can execute smoothly

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Troubleshooting customer issues, escalating when appropriate, and following up on open and on-hold tickets

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Supporting a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers

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Identifying common issues and surfacing trends to help improve training, documentation, and product workflows

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Contributing to support resources and ad-hoc projects once fully ramped

Schedule & Shift Coverage

This role provides weekend coverage and follows a consistent weekly schedule.

Days worked

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Monday, Thursday, Friday, Saturday, Sunday

Shift times

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Monday / Thursday / Friday:

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9:30am – 6:00pm PT

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10:30am – 7:00pm MT

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Saturday / Sunday:

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8:00am – 4:30pm PT

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9:00am – 5:30pm MT

Onboarding schedule:For the first ~3 weeks, onboarding will take place Monday–Friday, 9:00am–5:30pm MT.

What We’re Looking For

Minimum qualifications

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High school diploma or equivalent

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1–2 years of customer service experience supporting customers via phone and email

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Strong written and verbal communication skills

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Ability to learn and navigate new systems and tools

Skills & attributes

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Empathetic, patient, and customer-focused

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Detail-oriented with strong follow-through

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Able to multitask and stay focused in a fast-changing environment

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Curious, coachable, and open to feedback

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Comfortable working independently in a remote setting while staying connected to a team

Nice to have

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Prior remote work experience

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Experience in mortgage, real estate, or fintech environments

Compensation

We believe in being upfront about pay. The hourly pay for this role is determined by your work location and falls into one of our geographic compensation zones:

Zone 1 (San Francisco Bay Area, Seattle Metro, New York City): $26.50/hourZone 2 (All other U.S. locations): $23.50/hour

In addition to hourly pay, this position includes equity and a comprehensive benefits package.

Why Snapdocs

We’re here to transform one of the most critical and complex industries in the world. That requires a team that is curious, driven, thoughtful, and practical. We value:

• Product discipline and clear reasoning

• Deep ownership of outcomes (not just tasks)

• Straightforward, honest communication

• Empathy for the people who use our software

This is a place for people who want to solve hard, meaningful problems with real economic impact — not just ship features.

Join Us

We’re expanding our product suite and the network it connects. To do that, we need people who are excited by complexity, energized by scale, and motivated to make a tangible dent in how the mortgage ecosystem works. If you’re hungry to learn, build, and lead — you’ll do the best work of your career here.

To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes:

• 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

Please note: Part-time employees are not eligible for benefits at this time

Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

California residents applying for positions at Snapdocs are subject to our candidate privacy policy. (www.snapdocs.com/california-candidate-privacy)