Customer Support Specialist

Come join one of the best places to work in Denver! At Homebot, we believe that every team member has an important role to play in bringing our mission statement to life.

How do we do this? By keeping a clear focus on culture and engagement, and creating an environment where people are valued!

We connect people to make informed homeownership decisions together. Homebot is a Homeownership Intent Platform that surfaces actionable data first so our customers can capture the client before the competition.

Homebot drives repeat and referral business to our customers through our personalized financial dashboards.

Our Customer Support team is in need of an incredibly organized, friendly and driven Customer Support Specialist to manage immediate customer requests and provide support for our Customer Success Managers.

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon! (We also read cover letters so take a moment to tell us what makes you a great fit for us!)

This is a full-time position based in our Denver, CO office . (We have a hybrid work model in place that allows employees to split their time between working in-office and from home a few days a week.)

Compensation : We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications and professional experience, which can cause your compensation to vary.

This role has an annual targeted base salary range of $50,000.00 - $55,000.00, plus an annual 10% performance bonus target.

For additional details on our total benefits package, please review the section Why Homebot? at the end of this job description.

Job Summary :

The Customer Experience Specialist is responsible for managing and resolving customer support requests through various channels, including live chat, phone, and email.

This role involves handling billing-related inquiries, managing data requests, and providing product feedback to the relevant teams.

The ideal candidate will also be responsible for contributing to customer education through training sessions, helping to reduce churn by addressing customer concerns, and ensuring a seamless experience for all users.

Key Responsibilities :

• Customer Support Management :
• Manage and respond to customer support requests across multiple channels, including chat, phone, and email.
• Handle internal support needs, including escalations and managing the support channel for team members.
• Provide timely and effective resolutions to customer issues, ensuring high levels of customer satisfaction.
• Billing and Account Management :
• Process billing requests, including refunds, credits, and subscription management.
• Assist customers with creating new subscriptions, changing plans, and understanding their billing options.
• Collaborate with the finance team to resolve complex billing issues.
• Churn Management :
• Proactively address customer concerns that could lead to churn, providing solutions to retain customers.
• Work closely with the customer success team to identify at-risk customers and implement strategies to improve retention.
• Product Feedback :
• Gather and relay customer feedback on product features and usability to the product team.
• Participate in product development discussions, representing the voice of the customer.
• Customer Training and Education :
• Conduct training sessions as requested to educate customers on product usage and best practices.
• Develop and maintain educational materials to assist customers in maximizing the value of the product.
• Support onboarding efforts for new customers by providing necessary training and resources.

Who You'll Collaborate With :

• This role will report to Manager, Customer Support
• You will work closely with CX, Sales, Product, & Engineering teams
• You will be part of a 6 member team (4 frontline Support and 2 tech Support agents)

Experience & Qualifications :

• Experience within fast-paced startup environments.
• 3-5 years of experience working directly with clients through live channels such as live chat, phone, and email support.
• Strong communication skills through both written and verbal channels.
• Ability to quickly adapt to shifting priorities and changing processes on a regular basis.
• Direct experience with Intercom.io is a bonus
• Direct experience in lending or real estate sector is a bonus

Who We Strive To Be as Homebotters :

• We are Humbly Hungry
• We are Courageously Authentic
• We Challenge Limiting Beliefs
• We Keep our Eye on the Ball, Hand in the Dirt
• We win, lose and grow as a team, together!

Read about how we rolled out these values to the organization!

Why Homebot?

We believe in a collaborative, fun work environment. And when we say we have an awesome culture, we mean it. The team members, aka Homebotters, are not only passionate about our product, but also about how they interact with each other.

We push ourselves every day to be better, challenge each other to continuously grow, and to have fun doing it. We are professional when we need to be and goofy when it's time to celebrate a win.

We realize we might be a little biased so we encourage you to check out our Glassdoor reviews and visit BuiltinColorado's Best Places to Work list (#91) and Best Midsize Places to Work (#44) for 2024!

With the mortgage and tech industries being highly male-dominated, we're proud to be a tech company in the mortgage space with 40% female employees across the organization.

We appreciate and value what our team members do every day, so we offer some amazing benefits to reward them :

Perks / Benefits :

• Medical (Aetna) / Dental (Aetna) / Vision (VSP)
• Homebot covers 99% for the employee and 50% for dependents
• 401(k) match
• Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
• Flexible Vacation Policy - we believe in taking care of yourself & rewarding team members so we offer a flexible time off policy!
• 6 days of Sick / Mental Health time
• Paid Parental Leave - 12 Weeks!
• Access to Wellhub (previously known as Gympass)
• Hybrid Working Model - Blend Work From Home and In-Office Days
• Budget for Home Office Setup
• Denver EcoPass for light rail and bus system
• Office location in downtown Denver (modern, spacious 4-story with top floor deck )
• Weekly catered lunches in-office on Thursdays
• Nitro cold brew, french press, and snacks (vegan, gluten-free and food allergy safe options available)
• Stocked beer / wine fridge
• Fun quarterly events like Rockies games, holiday parties, etc.
• Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?)
• We give back to the community (Habitat for Humanity, Giving Tree)
• Open work environment with sit / stand desks
• Financial Wellness Program
• Free Employee Assistance Program & Mental Health Coaches
• Educational Assistance Program
• Annual Training Budget for Professional Development

Our DEI Mission

Homebot values and is strengthened by diversity. We believe that everyone comes from a diverse set of backgrounds and each member brings different skills to the group.

With that, we're committed to ensuring equity within as many aspects of our organization as we can.

Homebot is proud to be an equal opportunity employer and we encourage all applicants to apply. All qualified applicants will receive consideration for employment, transfer, or promotion opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation including transgender status, national origin / ancestry, genetics, pregnancy, disability, age, marital status, familial status or veteran status.

We also encourage you to apply even if your experience doesn't precisely match the job description : )

Want to learn more about Homebot, check us out on BuiltInCO !