Customer Support Representative

Company Overview
Closinglock is modernizing the real estate world's way of transferring information and funds to eliminate wire fraud and provide a secure, easy-to-use platform for title companies, law firms, and other financial services to protect themselves and their clients from wire fraud. We act in the long-term best interests of our customers by understanding their problems. When our customers win, we win. To date, we have protected over $250B+ in funds related to residential property transactions. Closinglock's platform has been used by clients in all 50 states and across 42 countries.
Closinglock was founded in 2017 by Andy White, CEO, and his wife, Abigail White. The company is headquartered in Austin, TX, with an office in downtown Austin. Today the company has grown to 90+ employees across product & engineering, sales, partnerships, customer success, marketing, and finance.
Mission : Simplify the real estate closing experience for all parties
Vision : Provide a secure and efficient transfer of data and funds
The inherent value of what we offer with our fraud prevention platform and modern payment solution for real estate is protecting a homebuyer's largest investment in their life.
We are rapidly growing our team and are looking for more incredible talent. Our current team is built of top performers from world-class companies, and we will continue to hire that way. We firmly believe that top performers want to work with other top performers. We have a lot of fun at work because we trust each other and respect each other's talents, abilities, and experiences. We are hyper-focused on a common vision, and our company strength is based on the unparalleled quality of our team. There is no limit to what we can accomplish together!
Check out our website to learn more about our company.
Job Description
We are seeking a driven and enthusiastic Customer Support Representative to join our expanding team. In this role, you will provide a consistently great customer experience and serve as a customer advocate. You will play a key role in ensuring customer satisfaction by effectively troubleshooting issues, answering questions, and resolving concerns. This position will report to the Customer Support Team Lead and will play an integral role in developing a new, growing team.
What You'll do:

• Provide front-line support by responding to internal and external questions within agreed SLAs.
• Resolve time-sensitive inquiries related to home closings with empathy and attention to detail
• Take ownership of customer issues and communicate updates and resolutions.
• Help customers gain value from our software by understanding their needs and successfully resolving inquiries.
• Show customers we care by creating a consistent customer experience.
• Identify solutions for inquiries over phone, email and live chat.
• Collaborate with development and product to resolve escalated issues.
• Deliver customer feedback and requests to product.
• Contribute to internal and external documentation
• Assist with updating customer documents to include basic HTML and templating (training provided)

What we're looking for:

• Minimum 2 years of experience in customer or technical support
• Excellent written and verbal communication skills
• Strong interpersonal skills, with the ability to build rapport with customers
• Excellent problem-solving and analytical skills
• Ability to prioritize tasks and manage multiple inquiries effectively
• Experience with ticketing in Salesforce, Intercom, or similar CRM
• A positive and proactive attitude with a commitment to exceeding customer expectations
• Comfortable with learning new technologies, like basic html

This is a full-time, in-person position in our Austin, TX office.
Perks & Benefits
At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs. These benefits include:

• Work-life balance
• Competitive Salary
• Equity compensation
• Medical, Dental, Vision, and Life Insurance
• Unlimited PTO
• 401k Match
• Maternity/paternity leave
• Monthly team get-togethers (Lunches, social events, sports outings, etc)

Closinglock is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.