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Customer Support Specialist II (West Coast)

Stavvy

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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

Compensation Education

Stavvy is committed to competitive and equitable pay for all Stavviators. The listed pay range for this role is a good faith estimate of the hiring range for this position. Compensation offered will be determined based on several factors including an individual’s experience, qualifications, and geographic location.
The Boston based range for this full time position is $65,000-95,000

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.