Customer Operations Specialist

Titus; États-Unis; Sur place; USD 70 000 - 85 000; Plein temps

Avantages offerts par ce poste

Equity

Health insurance

Dental

Vision

Résumé du poste

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.

Responsabilités

• 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• Flag where our help center or AI gives a wrong or outdated answer, and help fix it.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.

Connaissances

Patience under pressure

Clear communication

Discretion with sensitive information

Experience in customer support

Outils

HubSpot

Zendesk

Intercom

Description du poste

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.