Company Overview
Welcome to The Mortgage Office! We are a rapidly growing, PE backed Fintech firm based in Huntington Beach focused on building software for the private lending industry. With 1,200 customers servicing over $250B in principal balance our software is a system of record that thousands of daily users rely on to operate their lending businesses. Our team has recently tripled in size to accommodate the growth of our B2B SaaS product and together we are on a mission to accelerate innovation and automation for a market that is hungry for it. We hope you will join us!

Job Title: Technical Support Representative (Full time in-office position)

Job Summary:

We are seeking a dedicated and technically proficient Customer Service Representative to join our team. In this role, you will be responsible for addressing customer inquiries and resolving issues related to our software products. The ideal candidate will possess both a strong technical understanding of our software and excellent customer service skills.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

• Diagnose and troubleshoot technical issues reported by customers.

• Provide clear, step-by-step instructions to customers to resolve software-related issues.

• Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.

• Document customer interactions and technical issues in our support ticketing system.

• Assist customers with onboarding and training on our software products.

• Collaborate with the product development team to communicate customer feedback and potential improvements.

• Maintain up-to-date knowledge of our software products and services.

• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Qualifications:

• Bachelor’s degree in a related field or equivalent work experience.

• Strong technical aptitude and the ability to quickly learn and understand software products.

• Experience in a customer service role, preferably in a B2B SaaS or Fintech environment.

• Excellent verbal and written communication skills.

• Exceptional problem-solving skills and attention to detail.

• Ability to work independently and as part of a team.

• Strong organizational skills and the ability to manage multiple tasks simultaneously.

• Proficiency in using customer support software and tools.

Why Join The Mortgage Office?

• Competitive salary and benefits package

• $60,000 - $66,000 base, plus annual performance bonus

• 401K with up to 4% matching

• Three weeks paid vacation

• Paid company holidays

• Work from home 24 days per year

• Collaborative and fun company culture. Free snacks daily and frequent team lunches, happy hours, etc.

• Beautiful new headquarters with an ocean view in Huntington Beach

• Opportunity to work with a dynamic and innovative team.

• Professional growth and development opportunities.

How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and why they are a good fit for this role through ZipRecruiter or by emailing us at [email protected].

The Mortgage Office is an equal opportunity employer. We thrive on a diversity of ideas and are committed to creating a welcoming environment for all employees.