Customer Support Specialist

Job Overview

app/ Why this role matters now A loan officer's business runs on relationships. Ours runs on making sure RETR never gets in the way of theirs.

When something breaks for a customer, a real deal is on the line, and what they need is a person who understands both the product and their business. That person is you.

Job Description

Most support jobs are a treadmill: you answer the question, the question comes back, you answer it again. Here the work compounds. A good answer becomes an article, the article teaches our AI, and the question stops coming.

We measure which articles resolve and which fail, so you can watch the queue shrink because of something you wrote.

What you'll do • Be the first human a customer talks to, across email, chat, and phone, for individual and enterprise accounts alike • Answer the hard half.

A knowledge base article that is 80 percent right makes the AI wrong for everyone who asks. So neither one is handed to you on a calendar date. Both are handed over when you have earned them. Days 1 to 14. Product and customer mastery.

Learn what every search does and why a customer would use it. Read every knowledge source we have. Study the queue, open and closed. Start answering emails and chats. Days 15 to 30. Triage with ease. Route what you cannot answer to the right place.

Key Responsibilities

• Most support jobs are a treadmill: you answer the question, the question comes back, you answer it again.
• We measure which articles resolve and which fail, and we fix the ones that fail • Build real fluency in mortgage and real estate workflows, deep enough to explain our product in the customer's language rather than ours • Take actions that carry weight: refunds, cancellations, and billing corrections in Stripe • Surface product friction to Engineering with enough evidence that it gets fixed, then tell the customer when it ships • Hand inbound leads to Sales cleanly.
• Support does not sell, but Support is often the first to touch a future enterprise deal The first 90 days Two things in this job reach customers at scale without a human in between: the knowledge base, which feeds our AI, and our enterprise accounts.
• You will run a mock demo of the platform with your manager playing the customer.
• The test that matters: your manager can be offline for a week and nothing breaks.
• You report to our Customer Support Manager.
• You will also work directly with Engineering on bugs and escalations, with Customer Enablement on onboarding, and with Sales on inbound leads.
• The stack • Support.

Required Skills and Qualifications

• Our AI handles the routine questions; what reaches you is the ambiguous, the technical, and the high-stakes • Write and improve the knowledge base articles that make the AI better and the queue smaller.
• Support does not sell, but Support is often the first to touch a future enterprise deal The first 90 days Two things in this job reach customers at scale without a human in between: the knowledge base, which feeds our AI, and our enterprise accounts.
• A knowledge base article that is 80 percent right makes the AI wrong for everyone who asks.
• Read every knowledge source we have.
• You start owning knowledge base articles.
• An AI agent handling first-line resolution, tuned against a knowledge base you will help own.
• We welcome candidates of all backgrounds, experiences, abilities, and perspectives.

Benefits and Perks

• A meaningful part of this job is making the machine better Bonus.
• National band, no geo-adjustment • Fully remote, US-based • Company-paid medical at 100% of your individual premium • Dental, vision, life, short-term and long-term disability employer-provided • 401(k) with match: 100% of your first 1% plus 50% of your next 5% • 15 days PTO plus 13 paid holidays, including Christmas Eve and the day after Thanksgiving • $100 weekly meal stipend, $100 monthly wellness stipend • Full home office setup: laptop, monitors, camera, peripherals provided What we don't offer • Big-tech RSUs.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

RETR is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.