Customer Support Specialist

3 semanas atrás

Belo Horizonte, Brasil Hitch Equity Tempo inteiro

Customer Support Specialist – Fintech SaaS (Remote)

About Hitch

Hitch is a rapidly growing fintech platform that powers digital home equity and non-QM lending experiences for banks, credit unions, and mortgage lenders. Our technology enables lenders to originate and manage HELOC, DSCR, and bridge loans through a modern white-label point of sale, broker portal, and automated underwriting system.

We work with top lenders such as Deephaven Mortgage and MyEQNow to modernize how home financing is done.

Role Overview

We’re looking for a Customer Support Specialist who will serve as the first line of communication with our B2B clients — including mortgage lenders, brokers, and operations teams. This role combines client-facing communication, technical troubleshooting, and root cause analysis to ensure smooth platform performance and client satisfaction.

You’ll work closely with our product, QA, and engineering teams to identify, reproduce, and resolve issues reported by clients.

Responsibilities

- Serve as the primary point of contact for client support tickets and platform questions.
- Investigate client-reported issues to identify the root cause and gather technical details for engineering (browser logs, screenshots, timestamps, file IDs, etc.).
- Communicate findings and next steps clearly and professionally in English.
- Maintain organized ticket documentation using tools like Zendesk, Linear, or Asana.
- Partner with QA and developers to test bug fixes and verify resolutions.
- Create and update internal and client-facing help articles or training guides.
- Track recurring issues and propose process or product improvements.
- Participate in weekly operations and client status calls as needed.

Requirements

- Excellent written and spoken English communication skills (C1 or native-level).
- Prior experience in customer support, client success, or QA — ideally within a SaaS, fintech, or mortgage/real estate environment.
- Strong ability to analyze issues logically, gather evidence, and identify patterns.
- Comfortable using ticketing tools (Zendesk, Asana, Linear, or Jira) and communication tools (Slack, Teams, Zoom).
- Basic understanding of web systems (APIs, integrations, user permissions, file uploads, etc.) or willingness to learn.
- Detail-oriented, patient, and proactive — able to handle multiple clients and priorities simultaneously.
- Ability to work remotely and collaborate across time zones (U.S. & Latin America).

Preferred (Nice-to-Have)

- Experience supporting mortgage technology platforms (Encompass, Blend, ICE, LOS/POS systems).
- Familiarity with RegTech, underwriting workflows, or document processing systems.
- Technical aptitude — comfort with inspecting browser dev tools or reading simple logs.
- Fluency in Portuguese or Spanish (to collaborate with our Brazil-based engineering team).

Why Join Hitch

- Work directly with the founders and a global, mission-driven team.
- Learn the inner workings of fintech SaaS and digital mortgage platforms.
- Make a direct impact on client satisfaction and product reliability.
- Competitive compensation based on experience and location.

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