Customer Support Specialist

November 7

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Hometap

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Finance • Fintech • Real Estate

Hometap is a financial services company that provides homeowners with access to their home equity without the need to sell or take on traditional debt. Through their home equity investments, Hometap allows homeowners to achieve financial goals while retaining ownership of their property. This innovative approach offers financial flexibility, enabling users to fund various personal and business expenses, including debt repayment, education, and home improvements, without the stress of monthly payments or accumulating debt.

51 - 200 employees

Founded 2017

💸 Finance

💳 Fintech

🏠 Real Estate

💰 Venture Round on 2021-12

📋 Description

• serve as the first point of contact for homeowners by answering inbound line calls, addressing inquiries, providing information, and offering support • respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries • engage with homeowners through online chat platform, offering real-time assistance and fostering positive interactions • collaborate with a small team to review questions, improve functional knowledge, and iterate on processes • proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction • methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns • act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction • work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience

🎯 Requirements

• 1+ year of inbound or outbound customer service experience • available to work a regular schedule of 9am-5pm Pacific Time • strong organizational and time management abilities • empathetic and customer-focused approach • experience with de-escalating customer concerns • ability to work collaboratively in a fast-paced startup environment • a knack for researching problems, identifying trends, and finding solutions • computer savvy, quick learner, with ability to pick up new and changing software quickly • experience working remotely • a collaborative and team-oriented approach

🏖️ Benefits

• healthcare coverage • unlimited PTO • generous share package • work-from-home stipend • 401k match • parental leave