Snapdocs

• Own the full implementation lifecycle for lender customers across Digital Close, eVault, QC Suite, and new products as they are released — from kickoff through go-live and adoption. • Serve as the Subject Matter Expert on eVault and eNote. The go-to for edge cases, nuanced industry questions, process flows and secondary market expertise. • Build and maintain project plans, milestone tracking, and customer communication cadences for every active implementation. • Drive adoption beyond go-live by equipping customer teams with the training, process guidance, and operational readiness needed to use the platform successfully. • Lead change management across the customer organization, helping teams adopt new workflows, align stakeholders, and roll out Snapdocs successfully at scale. • Collaborate closely with the team's digital collateral strategist to expand eVault depth and strengthen eVault and eNote documentation and knowledge across Snapdocs. • Identify gaps in eVault implementation methodology and industry knowledge and fix them. • Partner cross-functionally with Product, Customer Success, and Sales on pre-implementation alignment, handoffs, and escalations. • Contribute process and methodology improvements that the whole team benefits from.

• Lead and develop a team of Specialists, Leads, and supporting roles— providing guidance, support and motivation to ensure high levels of performance and productivity. • Set clear expectations and goals to drive accountability across all levels • Provide consistent coaching and feedback to improve performance and build capability • Identify and develop talent, supporting growth and readiness for future opportunities • Build and strengthen a leadership layer that can operate independently and deliver results at scale • Foster engagement and a strong team culture within your team and across the broader department • Play a key role in driving overall team performance across key metrics • Monitor performance trends and quickly identify gaps or risks • Take decisive action to address issues and drive consistent results • Ensure alignment and consistency in execution across teams and workflows • Use data to drive strategic thinking and influence others • Identify high-impact inefficiencies, friction points, and recurring issues • Develop and own solutions end-to-end, from ideation through execution • Monitor outcomes, assess effectiveness, and adjust to drive continuous improvement • Push through roadblocks and remove barriers to ensure progress • Ensure processes are clearly defined, adopted, and consistently followed • Partner with Product, CS, and other teams on cross-functional initiatives • Act as the Operations DRI for key workflows and customer experiences • Align stakeholders around priorities, tradeoffs, and solutions • Drive execution on initiatives that impact both internal operations and customer experience • Ensure teams consistently deliver a high-quality customer experience • Identify and mitigate risks that could impact customer satisfaction or retention • Translate customer feedback into actionable improvements • Step in to own high-impact or systemic customer issues when needed • Maintain strong awareness of daily operations (volume, unfilleds, escalations) • Ensure teams are set up to succeed during peak periods and high demand • Balance short-term execution needs with long-term improvements • Make timely, confident decisions in a fast-paced environment

• Own positioning and messaging for each distinct settlement audience: enterprise title companies, independent closing professionals, and the emerging D2C consumer segment. • Build a competitive intelligence function with a defined cadence, structured outputs, and regular stakeholder distribution. Product and leadership should rely on it. • Define distinct value propositions per audience. An enterprise title VP is moved by different things than an independent notary. • Partner with Product on roadmap prioritization, feeding market and buyer intelligence as a primary input. • Translate positioning into segment-specific campaign strategy (channel mix, audience sequencing, test hypotheses) and work with the Revenue Marketing Specialist on execution. • Own the test-and-learn roadmap: define what hypotheses are running, what the learning goals are, and how results shape approach. • Own the settlement marketing calendar, budget allocation, and pipeline contribution targets. • Build the D2C acquisition strategy, from defining what problem Snapdocs solves for target consumers to how that story connects to the institutional narrative. • Own the editorial agenda across all settlement audiences: what topics Snapdocs should be known for in title and escrow, and how the brand shows up as it enters the consumer space. • Be the editorial judgment layer for settlement content. AI generates volume; this PMM decides what's worth publishing and whether it's genuinely differentiated. • Identify and activate internal subject matter experts as thought leadership voices. • Work closely with the Settlement Revenue Marketing Specialist on channel priorities, signal interpretation, and a weekly read on what the data means. • Partner with the Systems Director on test infrastructure, measurement design, and the data architecture needed to track a multi-audience funnel cleanly. • Partner with Sales on pipeline stage messaging, competitive objection handling, and enablement materials.

• Lead the 0-to-1 development of a new product connecting lenders and settlement agents: from problem definition through MVP to revenue-generating scale • Own and evolve Snapdocs' integration strategy across lender, settlement, and secondary market technology partners • Identify and recruit early customer partners to co-build with; travel occasionally to be on-site during early iteration • Drive strategy, roadmap, pricing, and go-to-market for your product area in close partnership with Sales, Customer Success, and Marketing • Partner with Engineering and Data Science to build products that are technically sound and commercially viable • Bring an AI-native approach to every part of the work, from discovery and spec-writing to building alongside engineering teams

• Own ABM strategy and account intelligence • Manage a named account program across target lenders, with deeper ownership of top-tier accounts • Define account tiering, engagement strategy, and trigger-based orchestration • Interpret behavioral signals and sales feedback to adjust targeting and approach • Participate in sales reviews as an active partner, not just a marketing stakeholder • Own channel strategy and investment • Define and prioritize channels across paid, email, content syndication, and events • Allocate budget and make clear, defensible investment decisions • Orchestrate account-level engagement based on intent signals and pipeline stage • Continuously adjust based on performance and emerging signal patterns • Turn data into decisions • Analyze funnel and account-level performance across channels • Interpret results through the lens of buyer behavior—not just campaign metrics • Design and evaluate experiments across messaging, conversion points, and engagement strategies • Maintain a structured experiment roadmap so insights compound over time • Deliver clear, actionable recommendations—not just reporting • Partner with Sales on pipeline quality • Share insights on account engagement, conversion signals, and deal progression • Participate in pipeline and account reviews as an intelligence partner • Help define what constitutes a meaningful “meeting-ready” signal • Align marketing efforts to pipeline quality and progression—not just activity • Ensure quality in AI-driven execution • Review AI-generated campaigns, outreach, and assets for accuracy and account relevance • Define what can be automated vs. what requires human oversight • Improve how AI is applied across the marketing motion in partnership with systems and ops

• Own multi-channel growth strategy • Define and prioritize channels across both B2B and emerging D2C motions (e.g., LinkedIn, events, email, search, paid social, referrals) • Allocate budget and make clear, defensible channel bets • Balance fundamentally different audiences without losing strategic coherence • Build and test the D2C motion • Design and run early-stage experiments to define what scalable consumer acquisition looks like • Identify viable channels, messaging, and CAC targets • Turn ambiguity into structured learning and direction • Turn data into decisions • Analyze funnel performance across segments and channels • Interpret results through the lens of buyer behavior—not just campaign performance • Maintain an experiment roadmap so insights compound over time • Deliver clear, actionable recommendations—not just reporting • Partner with Sales on pipeline quality • Share insights on lead quality, conversion patterns, and objections • Participate in sales reviews as a strategic partner • Align marketing efforts to pipeline outcomes, not just top-of-funnel metrics • Ensure quality in AI-driven execution • Review AI-generated campaigns, outreach, and assets for accuracy and audience fit • Define what can be automated vs. what requires human oversight • Partner with marketing operations to improve automation and governance

• Monitor and manage incoming signing orders; review details and special instructions for accuracy and completeness. • Keep order records up to date as changes occur throughout the signing lifecycle. • Apply independent judgment to anticipate potential issues and ensure orders progress smoothly at every stage. • Oversee automated notary assignment and take manual action on hard-to-fill orders, including direct outreach and incentive adjustments when appropriate. • Collaborate with customers to identify flexibility and meet performance targets for assignment speed and fulfillment. • Respond promptly to inbound communications from customers and notaries, providing clear and professional updates. • Escalate urgent matters appropriately and coordinate resolution efforts with internal Support and cross-functional teams. • Make outbound calls to resolve time-sensitive issues quickly and effectively. • Proactively identify risks and intervene to prevent delays or disruptions to the signing experience. • Deliver a positive customer experience even in high-pressure situations.

• Own roadmap, discovery, and delivery for a meaningful portion of Notary Connect with end-to-end accountability for outcomes • Drive the automation strategy to reduce manual coordination in the scheduling and order management workflow, working closely with data science, engineering, and operations • Lead product expansion into new verticals, synthesizing customer conversations, market signals, and competitive dynamics to identify where NoCo can win beyond mortgage • Partner with engineering and customers to expand workflows to support other signing & notarization needs beyond in-person mobile notarizations. • Develop deep knowledge of our product and user experience by spending time with the operations team and our notary network • Own communication and documentation to drive our product roadmap and builds for engineering, customers, and executive audiences • Contribute to pricing, packaging, and go-to-market decisions in partnership with marketing and go-to-market leadership • Collaborate across customer success, implementation, and sales to ensure new capabilities land and drive adoption

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. About the Role The Customer Support Specialist is the front line of the Snapdocs experience. You’ll support users across our platform by delivering fast, accurate, and empathetic assistance across phone, email, and chat. This role is equal parts problem-solving, communication, and execution. You’ll work across multiple support channels, manage competing priorities, and ensure every interaction moves our users forward. What You’ll Do Own day-to-day support operations - Serve as the first point of contact for inbound phone support, documenting detailed call notes and coordinating with internal teams - Manage HubSpot email queues across multiple products and user groups, ensuring all tickets are resolved within SLA - Provide real-time support via chat for Snapdocs’ RON product - Monitor and follow up on new, open, and on-hold tickets to ensure timely resolution Support order execution - Accurately submit manual orders on behalf of clients to ensure downstream operational teams can execute without delays or errors Troubleshoot and escalate - Diagnose and resolve issues across the Snapdocs platform - Escalate complex or unresolved issues appropriately - Identify patterns in support requests and surface trends to improve processes, training, and product experience Contribute to continuous improvement - Provide feedback on product and operational workflows - Help identify opportunities to reduce support volume and improve the customer experience - Support ad hoc projects, including building support resources and documentation What You Bring Minimum Qualifications - High school diploma or equivalent - 1–2 years of customer support experience, including phone and email support - Strong written and verbal communication skills - Ability to quickly learn new systems and tools Key Skills & Attributes - Customer-first mindset with strong empathy and patience - Clear, concise communicator who can adapt to different audiences - Highly organized and detail-oriented - Able to multitask and stay focused in a fast-paced, high-volume environment - Self-starter who can manage time and priorities effectively in a remote setting - Curious, coachable, and open to feedback - Collaborative team player with a positive attitude Nice to Have - Experience working in a fully remote environment - Experience in mortgage technology or a related industry Working Hours This role requires an early morning shift: Monday–Friday: 6:00 AM – 2:30 PM MST During onboarding (first 3 weeks), schedule will be: Monday–Friday: 9:00 AM – 5:30 PM MST Compensation We believe in being upfront about pay. The base hourly rate 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 per hour - Zone 2 (All other U.S. locations): $23.50 per hour Where you land within your designated zone is based on the role and geographic location. In addition to base pay, this position includes equity and a comprehensive benefits package. Additional Information This role requires: - A reliable high-speed internet connection and a quiet remote workspace - Consistent attendance and punctuality - The ability to work collaboratively and adapt in a dynamic environment 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)

• Engage on the most complex, highest-stakes new logo pursuits — Fortune 500 and large strategic accounts where deal complexity, multi-stakeholder buying committees, and enterprise risk posture require a dedicated solutions expert alongside the AE • Lead discovery at depth — building validated process maps across distributed operations, multiple business units, and complex technology stacks where no two deployments will look the same • Build board-ready business cases and ROI models that connect platform outcomes to the metrics that matter to enterprise finance and ops leadership, using the client's own data, assumptions, and sensitivity ranges • Design and deliver executive narrative decks and solution blueprints that earn credibility with sophisticated buyers — legal, compliance, IT, operations, and C-suite — across a long, scrutinized sales cycle • Support MEDDPICC progression with proof artifacts: documented decision criteria in the customer's own words, validated champion relationships, and mapped paper processes • Embed as a strategic partner to Client Success Managers, working directly with current clients to deepen adoption, uncover expansion opportunities, and drive measurable outcomes across the Snapdocs platform • Lead workflow discovery with current clients — building validated process maps that capture roles, systems, handoffs, cycle times, exception types, and pain points — to understand what's working, what isn't, and where we can deliver more value • Translate client operational data and QBR findings into business cases & expansion proposals that connect products to business objectives the client has already validated, making the next step feel obvious rather than sold • Partner with CSMs on expansion motions across eNote, eVault, Funding QC, Post-Close QC, and CD Balancing — building crisp narratives that articulate the path from current adoption to broader deployment • Stay close to Value Realization tracking so you understand what was promised, what was delivered, and where the gap is — and use that as your foundation for every client conversation • Develop deep fluency in each client's business: their org structure, their exec priorities, their competitive pressures, and their internal workflows — so Snapdocs remains a trusted operational partner & advisor, not a vendor