Senior Customer Support Representative

Abode Financial Holdings, Inc.; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Abode Money is seeking a Senior Customer Support Representative to be on the frontlines of user interaction, helping customers get the most from Abode and building trust with new users.

Your empathy and communication skills—written and verbal—will set the tone for the Abode experience as you handle support tickets, onboard users, and surface insights to improve our product and processes.

Qualifications

• Experience in a customer support, customer success, or operations role.
• Excellent written and verbal English communication skills.
• Experience using tools like Intercom, Zendesk, Notion, or CRMs.
• Comfortable using modern AI tools to work more efficiently.
• Able to be online during US hours.

Responsibilities

• Respond to support tickets and emails with clarity, compassion, and professionalism.
• Perform manual operational tasks critical to backend workflows (data collection and cleanup, and process follow-ups).
• Perform manual data entry tasks, including filing property tax protests accurately and on time.
• Call potential users to walk them through Abode’s value, answer questions, and onboard them successfully.
• Proactively surface feedback and insights from customer conversations to inform product and process improvements.
• Work closely with the product and operations teams to ensure a seamless customer journey.

Skills

Customer support experience

English communication

CRM tools

AI tools

US-hours availability

Tools

Intercom

Zendesk

Notion

CRMs

Job description

About Abode Money

Abode Money is the first-ever AI financial home manager, using AI to save homeowners on property taxes, insurance, mortgage and more. Homeowners spend $2T+ per year on their home. Not only is it difficult to buy a home today, but it’s become just as challenging to continue owning your home. We’re going to be the first to create a relationship with 80M+ homeowners in the US by saving them money year after year.

We’ve raised $23M from Permanent Capital, Drive Capital, Sequoia, Core VC and The 81 Collection.

The Role

As a Senior Customer Support Representative, you’ll be on the frontlines of user interaction. You’ll help customers get the most out of Abode, assist with questions or issues, and play a crucial role in building trust with new users.

Your empathy and communication skills—both written and verbal—will set the tone for the Abode experience.

What You’ll Do

• Support Customers with Care: Respond to support tickets and emails with clarity, compassion, and professionalism.

• Own Operational Tasks: Perform manual operational tasks critical to our backend workflows (e.g., data collection and cleanup, and process follow-ups).

• File Accurately: Perform manual data entry tasks, including filing property tax protests accurately and on time.

• Onboard New Users: Call potential users to walk them through Abode’s value, answer questions, and help them onboard successfully.

• Surface Insights: Proactively surface feedback and insights from customer conversations to inform product and process improvements.

• Collaborate Cross-Functionally: Work closely with the product and operations teams to ensure a seamless customer journey.

Who You Are

• You communicate with empathy, patience, speed, and precision—especially in writing and on the phone.

• You have strong attention to detail and follow processes reliably.

• You enjoy solving problems and making things easier for others.

• You are comfortable with ambiguity and thrive in a fast-paced, startup environment.

Basic Qualifications

• Experience in a customer support, customer success, or operations role.

• Excellent written and verbal English communication skills.

• Experience using tools like Intercom, Zendesk, Notion, or CRMs (a plus, not a must).

• Comfortable using modern AI tools to work more efficiently.

• Able to be online during US hours.

Our Core Values

The biggest thing we pride ourselves on is autonomy. You can’t move fast through committee decision-making, so we hire people who want to own workstreams outright.

Take ownership. This is yours. We build everything through single-threaded autonomy. One person owns the outcome, makes the calls, and sees it through. We believe in “asking for forgiveness, not permission” so you can make unencumbered decisions.

Move fast. Decide. Ship. Learn. Repeat. Speed is our edge. Perfection is the enemy of momentum. We will forever move faster than our competition.

Be resourceful. Find ways to do more with less. Constraints don’t slow us down. They make us inventive. There’s always a way through, and the people who own their work find it. “That’s not my job” isn’t a sentence anyone here finishes.

Think big and challenge convention. Dare to do things differently. You don’t change the world with incrementally better solutions. The systems we’re fixing are broken because everyone accepted them. We question the default, build the better answer, and refuse to blend in.

Measure everything. Data is the tiebreaker. We turn instincts into evidence, hunches into experiments, and opinions into numbers. If we can measure it, we can beat it.