Customer Support Specialist

WHO WE ARE...

Maxwell was founded in 2015 by homebuyers who were shocked by the complexity and inefficiencies of the mortgage process for borrowers and lending teams alike. We’ve created a platform that has not only streamlined the process and made it more efficient - closing loans 45%+ faster - but has made mortgages more accessible in the process. Our mission is clear: democratize mortgages by helping lenders work more efficiently and stay compliant while eliminating the barrier to entry and the stress for the borrower. We are a company focused on a supportive, diverse, and inclusive culture - live through our values of Rigor, Ownership, Curiosity, Kindness, and "Straight Up" - to bring equality to the mortgage process and spread financial empowerment. Intrigued? Read on and say hello!

JOB SUMMARY:  

The Customer Support Specialist will be responsible for maintaining our happy, thriving user base of mortgage lending professionals and borrowers. As a Customer Support Specialist, you will provide outstanding customer support and build relationships to drive product adoption and ensure our customers get the most return on investment from Maxwell. 

WHAT YOU'LL BE DOING:

• Provide exceptional service & technical support as the main point of user contact for all inquiries, concerns, and product requests via phone and email, for both our lenders and borrowers 

• Proactively identify technical issues and work with the development team to troubleshoot, leading to resolution. Log customer interactions and tag/categorize issues, while keeping detailed notes in our CRM and help desk on customer interactions 

• Ensure complete customer satisfaction by resolving issues in a thoughtful and efficient manner and following up to strengthen the customer relationship 

• Create, manage, and update help center content as new features are released and updated 

• Provide feedback into the Sales and Service Delivery processes on items not flowing smoothly into customer support process 

• Provide feedback to the Product and Engineering teams on changes, common application errors by customers or internal resources with a focus on improving the usability of the platform 

• Utilize existing systems to research issues and provide meaningful solutions to customers 

WHO YOU ARE:

• Outstanding written and verbal communication skills, including issue tracking, triaging and crisis management. 

• Solutions-focused, empathetic mindset, helping nature, and a passion for the customer 

• Well developed problem-solving skills; ability to correlate individual issues into larger platform related problems 

• Teamwork skills are must, with the ability to collaborate in a transparent environment and proven time management skills 

IDEALLY YOU'LL HAVE:

• At least 2 years of technical support experience  

• General knowledge of cloud software as well as proficiency with internet browsers, and productivity tools, including CRM and help desk software 

WHAT WE OFFER YOU:

An opportunity to be a key part of an agile team of thinkers and doers collaborating to change a multi-trillion-dollar industry. We offer meaningful equity at a growth-stage company, a competitive salary, top-tier medical, dental, and vision insurance, and flexible work hours and vacation time. Here are our awesome benefits in black
and white:

• Competitive pay and meaningful equity as an employee at a fast-growing, venture-backed company. We want you to participate and make decisions as an owner with our future in mind
• Employee-centric environment - initiatives in place to create an environment of belonging and inclusion and career path plans based on achievable goals and not tenure or nepotism.
• A 401(k) and top-tier insurance plans to select from along with a FSA and HSA where you can set aside pre-tax money for out-of-pocket expenses
• Flexible time off plus all 11 major holidays and 2 floating holidays for your birthday,
  religious holiday or other special day of your choice
• Two volunteer days - paid days off to volunteer each year at the charity of your choosing

OUR APPLICATION PROCESS

At Maxwell, we value our differences, and we encourage all—especially t