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)

• Support customers (administrators, teachers, and families) across chat, email, and phone in a high-volume environment • Troubleshoot product and usage issues, using available resources to identify root causes and guide customers to a resolution • Communicate clear, accurate, and easy-to-follow instructions, ensuring customers can successfully take action • Own customer issues from start to finish, following through until fully resolved • Build deep knowledge of the brightwheel platform and stay up to date on product updates • Maintain strong performance against key goals (e.g., responsiveness, quality, and productivity) • Apply attention to detail when documenting cases, following workflows, and executing processes accurately • Prioritize and manage multiple conversations and tasks simultaneously while maintaining a high bar for quality • Partner cross-functionally (e.g., Customer Success, Product, Engineering) to escalate and resolve issues when needed • Identify patterns or recurring issues and contribute ideas to improve processes and the customer experience

• Field incoming calls, chats, and emails into our support team • Consult with customers to understand their business and recommend best practices in the use of the software • Nurture customer relationships to build trust • Participate in the ongoing creation and updating of best practices for role and department • Operate across department boundaries • Consistently increase your knowledge of the software and the industry • Collaborate with other departments when necessary to help the customer be successful • Help Customer become an expert on the product which includes using all features to the fullest.

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility. Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT. This position is remote and the hours are 8:00am - 5:00pm CST, Monday-Friday. Position Purpose: Delivers education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support. - Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns - Escalates calls in the event providers are unable to deliver solutions - Serves as the front-line support on various member and/or provider inquiries, requests, or concerns - Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers - Maintains performance and quality standards based on established contact center metrics - Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility) - Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications - Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance - Performs other duties as assigned - Complies with all policies and standards Education/Experience: Requires a High School diploma or GED. Requires 1 – 2 years of related experience. May require vocational or technical education in addition to prior work experience. Vocation or technical education may include additional on-the-job training or continuous learning education. Experience in a contact center environment preferred. Pay Range: $17.84 - $28.02 per hour Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility. Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act