Customer Support Specialist - West Coast

Customer Support Specialist - West Coast

Here at Hometap, we're collaborative, passionate, and always ready to create solutions that help people get more from homeownership. Our first product, a home equity investment, gives homeowners the opportunity to quickly access the equity they've built in their home to pay for what's important to them, without taking on debt.

We work hard, and have some fun along the way, too. The Boston Globe and Forbes have recognized us as a great place to work, and we've been honored for our commitment to innovation by Inc., HousingWire, and more!

In case you need any more convincing, we also provide competitive compensation, healthcare coverage, unlimited PTO, a generous share package, and a strong culture with plenty of opportunities for team-building and camaraderie.

Who You Are

We are in search of an articulate, organized, and empathetic individual to join our team as Customer Support Specialist. In this role, you will be instrumental in ensuring an outstanding experience for our homeowners as the first line of contact for inbound calls, emails, and chat. You'll answer homeowner questions, de-escalate customer challenges, and document interactions with the end goal of identifying trends and improving processes. This role will work west coast hours, 9am-5pm Pacific Time.

This is a great opportunity for someone with customer service experience, a high level of empathy and attention to detail, and an interest in learning in a growing, fast-paced environment!

What You'll Do

Inbound Inquiries

• 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 our online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions
• Collaborate with a small team to review questions, improve functional knowledge, and iterate on processes
• Work closely with Hometap's sales team, your direct manager, and Director of Sales to execute on and improve responses, processes, and conversion rates

Homeowner De-Escalation

Online Reputation Support

What You Bring

The annual compensation for this role is $60,000. You'll also receive meaningful equity, so you can share in our growth and success. We offer generous medical, dental, and vision coverage, a work-from-home stipend, 401k match, parental leave, and plenty of paid time off to recharge.

Hometap is on a mission to make homeownership less stressful and more accessible. Our home equity investment product provides homeowners with a fast, simple, and straightforward way to access the equity in their home without taking out a loan or having to sell. By investing alongside homeowners, Hometap offers debt-free cash in exchange for a share of their home's future value all without any monthly payments over the life of the investment. Through a combination of financial innovation and best-in-class customer service, Hometap enables people to get more from homeownership so they can get more from life.

Hometap believes that our differences are what bring us together, and one of our biggest priorities is creating a diverse workplace that welcomes and values each team member's unique perspective, background, and ideas. All roles here are filled based solely on candidates' qualifications and our business needs. Hometap is an equal opportunity employer. We provide employment opportunities regardless of race, age, color, religion, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, pregnancy, marital, veteran, or disability status. If there is an accommodation that would support your ability to apply and interview with Hometap, please let us know by emailing work@hometap.com.