Temporary Customer Advocacy Associate (August-January, 30 hours/week)

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 Comparably have recognized us as a great place to work, and we’ve been honored for our commitment to innovation in the fintech space by BostInno, HousingWire, and more! 
Interested in joining us on our mission to make homeownership less stressful and more accessible? We’d love to talk.
We’re seeking an articulate, organized, and empathetic Temporary Customer Advocacy Associate to join our marketing team from August 2023 to January 2024. As Hometap’s Temporary Customer Advocacy Associate, you’ll manage the ever-growing volume of incoming requests, comments, and questions we receive from prospective customers, partners, and vendors  across multiple channels, delivering on-brand and timely responses and coordinating with respective stakeholders to deliver accurate and helpful messaging. You’ll partner closely with Marketing, Legal, Sales, and Investment Operations to craft thoughtful responses, resolve issues, and provide an excellent customer experience. This position would work approximately 30 hours per week.

What You'll Do

• Respond to customer reviews across multiple review platforms (e.g. Trustpilot, BBB, Google My Business, etc.), delivering feedback internally and addressing homeowner questions and concerns promptly 
• Respond directly to inbound emails from customers, leads, partners and vendors, or direct to the appropriate teams for response as needed
• Monitor conversations and brand mentions across social channels, looking for opportunities to answer questions, patiently address misinformation, and provide prospective customers with the resources they need
• Mange our live website chatbot, answering homeowners’ questions and educating them about Hometap’s home equity investment product and process, while delivering a best-in-class, human-touch user experience    
• Document Homeowner escalations in Salesforce
• Communicate with members of the Sales, Marketing, Investment Operations, and Legal teams to deliver accurate, on-brand communications to our homeowners 
• Maintain meticulous documentation of reviews and questions, their source, and their resolution to help identify trends and opportunities for improvement 

What You'll Bring to the Table

• 2-3 years experience in customer service, social media management, communications or related fields
• Proven proficiency in multiple social media platforms and best practices surrounding these platforms
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
• Empathy - you put yourself in the homeowner’s shoes and take pride in providing a memorable experience
• A knack for proactive problem-solving  
• Comfort asking questions, raising concerns, escalating issues, etc.
• Experience working independently and cross-functionally
• Strong organization skills 
• Available to work 30 hours/week from mid-August 2023 through January 2024

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 or interest 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 based in Boston, but will consider remote work for this position; how