Customer Operations Associate

Titus; United States; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Equity

Health insurance

Dental

Vision

Job summary

Titus is seeking a customer support specialist in the US to own the phone line, inbox, and queues, delivering fast, clear answers and guiding customers through payments and account setup.

You’ll work with AI tools to optimize repetitive tasks, maintain HubSpot records, and coordinate with title/escrow partners. This full-time role reports to the Customer Support Manager and includes equity and benefits.

Qualifications

• Customer support experience required.
• Experience at a bank, fintech, or payments company is a strong plus.
• Familiar with HubSpot, Zendesk, or Intercom is a plus.

Responsibilities

• Own the support line: inbound calls and texts across our Quo lines, plus missed-call triage so nothing goes unanswered during business hours.
• Answer customer questions by phone, email, and HubSpot: pay at close, account setup, payments, address corrections, refunds, and invoices.
• Walk customers through the product, often people who aren't comfortable with tech: logging in, accepting loan terms, sending funds, and repayments.
• Run first-line troubleshooting for pay at close and Pay Now, like a payment that won’t go through or a listing stuck in review.
• Handle wire and invoice verification calls from title and escrow companies using our approved script.
• Work ACH changes and Plaid issues from our playbook.
• Gather the details on manual loan approvals, disbursements, and business verifications and route them to the Customer Operations Lead.
• Keep HubSpot clean. Every ticket is categorized and actioned, with nothing aging or dropped.
• Flag where our help center or AI gives a wrong or outdated answer, and help fix it.
• Escalate bugs, payment failures, disputes, and security issues early and clearly.

Skills

Patience under pressure

Clear communication

Discretion with sensitive information

Experience in customer support

Tools

HubSpot

Zendesk

Intercom

Job description

Titus helps home stagers, photographers, and other real estate service providers get paid, and gives agents and homeowners flexible ways to pay, including pay at close. We're backed by Sequoia and a16z, and we're a team of 16.

You're the first voice our customers hear. You'll own the phone line, the inbox, and the queues, and you'll make sure every customer gets a fast, clear answer. Along the way you'll help us figure out what AI and automation should handle, so the team can grow volume without growing headcount the old way. We want someone sharp and reliable who takes pride in a clean queue and a covered phone line.

Titus helps home stagers, photographers, and other real estate service providers get paid, and gives agents and homeowners flexible ways to pay, including pay at close. We're backed by Sequoia and a16z, and we're a team of 16.

You're the first voice our customers hear. You'll own the phone line, the inbox, and the queues, and you'll make sure every customer gets a fast, clear answer. Along the way you'll help us figure out what AI and automation should handle, so the team can grow volume without growing headcount the old way. We want someone sharp and reliable who takes pride in a clean queue and a covered phone line.

What you’ll do

• Own the support line: inbound calls and texts across our Quo lines, plus missed-call triage so nothing goes unanswered during business hours
• Answer customer questions by phone, email, and HubSpot: pay at close, account setup, payments, address corrections, refunds, and invoices
• Walk customers through the product, often people who aren't comfortable with tech: logging in, accepting loan terms, sending funds, and repayments
• Run first-line troubleshooting for pay at close and Pay Now, like a payment that won’t go through or a listing stuck in review
• Handle wire and invoice verification calls from title and escrow companies using our approved script
• Work ACH changes and Plaid issues from our playbook
• Gather the details on manual loan approvals, disbursements, and business verifications and route them to the Customer Operations Lead
• Keep HubSpot clean. Every ticket is categorized and actioned, with nothing aging or dropped
• Flag where our help center or AI gives a wrong or outdated answer, and help fix it
• Escalate bugs, payment failures, disputes, and security issues early and clearly

Who you are

• You're patient, clear, and calm on the phone, including with stressed homeowners and small business owners mid-transaction
• You write clean, accurate replies that say what happens next
• You follow security procedures exactly. Wire verification is a procedure, not a conversation
• You handle financial and personal information with discretion
• You're comfortable with AI tools and like finding faster ways to do repetitive work
• Customer support experience required. Experience at a bank, fintech, or payments company and with HubSpot, Zendesk, or Intercom is a strong plus

The details

• $70K to $85K per year, plus equity, health, dental, and vision
• Reports to Jamie, our Customer Support Manager
• Monday to Friday plus weekend coverage (24 hour SLA on weekends)