• Act as a primary point of contact for client inquiries, ensuring all professional correspondence is handled with clarity and speed. • Manage and audit client accounts with a high degree of accuracy. • Assist leadership with report generation, document management, and ensuring compliance across multiple digital platforms. • Manage multiple tasks simultaneously, ensuring that deadlines are met and nothing falls through the cracks. • Assist collections specialists with settlement offers and account notations.

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.