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Jobs at Alumni Ventures Portfolio Companies

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Customer Support Specialist II (West Coast)

Stavvy

Stavvy

Customer Service
Remote
Posted on Thursday, February 1, 2024
Who We Are
Stavvy is transforming how business is conducted remotely by making complex legal and financial transactions easier, safer, and more accessible to all. Whether we are working to enable title companies to facilitate remote closings in a safe way, better connecting lenders with the businesses they use during the home buying process, or building the next set of tools for the platform, Stavviators (our employees) are disruptors at heart. Our team is constantly iterating, solving problems, and working together to simplify life's defining moments. If you want to help power the paperless revolution, join us at Stavvy!

What You'll Do

  • Maintain an in-depth understanding of company products and customer workflows
  • Provide quick and efficient technical assistance, offering troubleshooting steps as needed
  • Assist customers, vendors, and signers by providing best practice guidance and offering suitable solutions to ensure success within the platform
  • Fully comprehend the customer’s needs and thoroughly investigate their support ticket
  • Collaborate cross-functionally to escalate and monitor incidents using Zendesk, Jira, and our Status Page
  • Submit product improvement suggestions via Productboard to refine areas of the platform and enhance the customer experience
  • Participate in product release testing across all environments (QA, Sandbox, Production) to ensure proper functioning of all features within the product workflow
  • Expand upon external and internal resources, including but not limited to Help Desk articles, training videos, Notary Approval process, and customer-facing FAQs
  • Ensure high customer satisfaction and contribute positively to team metrics
  • Vet Notary Profiles in Stavvy after conducting due diligence
  • Schedule:
  • Training period: Regular business hours: 9 AM - 5 PM, Monday to Friday (East Coast Hours)
  • Post-Training: Flexible shifts with an emphasis on later hours, including weekends
  • Potential Shifts: 1 PM - 9 PM, 2 PM - 10 PM, or 12 PM - 9 PM (West Coast Hours)

Who You Are

  • Possess 3+ years of support experience with a technical background
  • Proficient in handling software titles; familiarity with RON software is a plus
  • Strong background in Fintech, Mortgage Lending, Servicing, or Origination is highly preferred
  • Knowledgeable in using ticketing systems, particularly familiar with Zendesk
  • Comfortable utilizing web-based software tools such as ProductBoard, Confluence, Jira, and Datadog
  • Familiarity and comfort with Code, API, SFTP, Encompass, Docutech, Auth0, and development tools are advantageous

What We Offer

  • Fully Covered Medical Insurance
  • Dental and Vision Insurance
  • Equity
  • Unlimited PTO
  • Paid Holidays
  • 401K
  • Office centrally located in Boston’s financial district
  • Paid Parental, Medical & Military Leave
  • Monthly $100.00 employee lifestyle stipend
  • Competitive salary and generous stock options
  • Core values-based leadership
  • Endless opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup
If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Stavvy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.