Customer Support Specialist - West Coast at Hometap

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Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

60000.0

Posted On

08 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Empathy, Organizational Skills, Time Management, De-Escalation, Collaboration, Problem Solving, Research, Communication, Attention to Detail, Fast-Paced Environment, Remote Work Experience, Software Proficiency, Team-Oriented

Industry

Financial Services

Description

Here at Hometap, we’re collaborative, passionate, and always ready to roll up our sleeves to create solutions that help people get more out of homeownership — and out of life. Our first product, a home equity investment, gives homeowners the opportunity to quickly access the equity they’ve built in their home to pay for what’s most important to them, from handling debt to finally making much-needed renovations, without taking on debt. We work hard, and have some fun along the way, too. You don’t have to take our word for it: The Boston Globe and Forbes have recognized us as a great place to work, and we’ve been honored for our commitment to innovation in the fintech space by Inc., HousingWire, and more! In case you need any more convincing, we also provide competitive compensation, healthcare coverage, unlimited PTO, a generous share package, and a strong culture with plenty of opportunities for team-building and camaraderie. Interested in joining us on our mission to make homeownership less stressful and more accessible? We’d love to talk. Who you are: We are in search of an articulate, organized, and empathetic individual to join our team as Customer Support Specialist. In this role, you will be instrumental in ensuring an outstanding experience for our homeowners as the first line of contact for inbound calls, emails, and chat. You’ll answer homeowner questions, de-escalate customer challenges, and document interactions with the end goal of identifying trends and improving processes. This role will work west coast hours, 9am-5pm Pacific Time. This is a great opportunity for someone with customer service experience, a high level of empathy and attention to detail, and an interest in learning in a growing, fast-paced environment! What you'll do: Inbound Inquiries Serve as the first point of contact for homeowners by answering inbound line calls, addressing inquiries, providing information, and offering support Respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries Engage with homeowners through our online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions Collaborate with a small team to review questions, improve functional knowledge, and iterate on processes Work closely with Hometap’s sales team, your direct manager, and Director of Sales to execute on and improve responses, processes, and conversion rates Homeowner De-Escalation Proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction Methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns Act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction Online Reputation Support Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience Respond to homeowner inquiries through Hometap’s chat function What you bring: 1+ year of inbound or outbound customer service experience Available to work a regular schedule of 9am-5pm Pacific Time. (Note: You will work East Coast hours for the first three weeks of training before transitioning to a regular Pacific Time schedule.) Strong organizational and time management abilities Empathetic and customer-focused approach Experience with de-escalating customer concerns Ability to work collaboratively in a fast-paced startup environment A knack for researching problems, identifying trends, and finding solutions Comfort in a fast-paced, highly collaborative work environment Experience working remotely Computer savvy, quick learner, with an ability to pick up new and changing software quickly A collaborative and team-oriented approach The annual compensation for this role is $60,000. You’ll also receive meaningful equity, so you can share in our growth and success. We offer generous medical, dental, and vision coverage, a work-from-home stipend, 401k match, parental leave, and plenty of paid time off to recharge. Hometap is on a mission to make homeownership less stressful and more accessible. Our home equity investment product provides homeowners with a fast, simple, and straightforward way to access the equity in their home without taking out a loan or having to sell. By investing alongside homeowners, Hometap offers debt-free cash in exchange for a share of their home’s future value — all without any monthly payments over the life of the investment. Through a combination of financial innovation and best-in-class customer service, Hometap enables people to get more from homeownership so they can get more from life. Hometap believes that our differences are what bring us together, and one of our biggest priorities is creating a diverse workplace that welcomes and values each team member’s unique perspective, background, and ideas. All roles here are filled based solely on candidates’ qualifications and our business needs. Hometap is an equal opportunity employer. We provide employment opportunities regardless of race, age, color, religion, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, pregnancy, marital, veteran, or disability status. If there is an accommodation that would support your ability to apply and interview with Hometap, please let us know by emailing work@hometap.com.

Responsibilities

As a Customer Support Specialist, you will be the first point of contact for homeowners, addressing inquiries and providing support. You will also handle de-escalation of customer challenges and document interactions to improve processes.