Customer Support Specialist

At Snapdocs, our Customer Support team plays a critical role in helping lenders, settlement agents, notaries, and consumers successfully complete real estate closings on our platform. We’re looking for a Customer Support Specialist to join our team and deliver thoughtful, efficient, and high-quality support across phone, email, and chat.

This role is ideal for someone who enjoys solving problems, supporting customers in real time, and staying organized in a fast-paced environment.

What You’ll Do

As a Customer Support Specialist, you’ll be a front-line partner for our customers and own issues from first contact through resolution. Your responsibilities will include:

• Acting as the first point of contact for inbound phone support and documenting clear, thorough call notes

• Managing multiple email queues and responding to tickets within defined SLAs

• Providing live chat support for Snapdocs products, including Remote Online Notarization (RON)

• Submitting and supporting manual orders so downstream operational teams can execute smoothly

• Troubleshooting customer issues, escalating when appropriate, and following up on open and on-hold tickets

• Supporting a wide range of users, including lenders, settlement agents, escrow officers, notaries, and consumers

• Identifying common issues and surfacing trends to help improve training, documentation, and product workflows

• Contributing to support resources and ad-hoc projects once fully ramped

Schedule & Shift Coverage

This role provides weekend coverage and follows a consistent weekly schedule.

Days worked

• Monday, Thursday, Friday, Saturday, Sunday

Shift times