Customer Support Specialist

Há 2 dias

Índio do 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.

  • Customer Support Specialist

    Há 2 dias

    Índio do Brasil Hitch Equity Tempo inteiro

    Customer Support Specialist – Fintech SaaS (Remote)About HitchHitch 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...

  • Application Support Specialist

    2 semanas atrás

    Índio do Brasil AppXite Tempo inteiro

    AppXite is a product software development company, based in Riga, Latvia. Our Platform is an AI-Ready Digital Marketplace, CPQ & Billing Platform for Telco, SaaS, Cloud, and AI services. It enables partners to build and monetize as-a-service offerings with flexible pricing models. The platform includes pre-built vendor and catalog integrations with major...

  • Application Support Specialist

    1 semana atrás

    Índio do Brasil AppXite Tempo inteiro

    AppXite is a product software development company, based in Riga, Latvia. Our Platform is an AI-Ready Digital Marketplace, CPQ & Billing Platform for Telco, SaaS, Cloud, and AI services. It enables partners to build and monetize as-a-service offerings with flexible pricing models. The platform includes pre-built vendor and catalog integrations with major...

  • Application Support Specialist

    2 semanas atrás

    Índio do Brasil AppXite Tempo inteiro

    AppXite is a product software development company, based in Riga, Latvia. Our Platform is an AI-Ready Digital Marketplace, CPQ & Billing Platform for Telco, SaaS, Cloud, and AI services. It enables partners to build and monetize as-a-service offerings with flexible pricing models. The platform includes pre-built vendor and catalog integrations with major...

  • Application Support Specialist

    1 semana atrás

    Índio do Brasil AppXite Tempo inteiro

    AppXite is a product software development company, based in Riga, Latvia. Our Platform is an AI-Ready Digital Marketplace, CPQ & Billing Platform for Telco, SaaS, Cloud, and AI services. It enables partners to build and monetize as-a-service offerings with flexible pricing models. The platform includes pre-built vendor and catalog integrations with major...

  • Customer Success Specialist

    2 semanas atrás

    Índio do Brasil JoomPulse Tempo inteiro

    Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers. Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business. Joom Pulse helps make...

  • Customer Success Specialist

    1 semana atrás

    Índio do Brasil JoomPulse Tempo inteiro

    Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers. Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business. Joom Pulse helps make...

  • Customer Success Specialist

    1 semana atrás

    Índio do Brasil Oneday Tempo inteiro

    - LOVE startups and always dreamed of working in tech? - WANT to build meaningful relationships and help ambitious entrepreneurs succeed? - BELIEVE you can use initiative and ownership to fast-track your career? THEN READ ON! Oneday is an education technology platform designed to inspire and equip aspiring entrepreneurs from diverse backgrounds to turn...

  • iGaming Customer Support Specialist

    Há 3 dias

    Brasil Gamdom Tempo inteiro R$30.000 - R$60.000 por ano

    Company Overview:Gamdom, a leading Cryptocurrency iGaming operator, is expanding its fully remote team and is on the lookout for tech-savvy individuals who are passionate about customer support. If you're eager to learn, open-minded, and thrive in a dynamic environment, we want to hear from youPosition Overview:Join our growing team as a Customer Support...

  • Customer Success Specialist

    1 semana atrás

    Índio do Brasil Oneday Tempo inteiro

    LOVE startups and always dreamed of working in tech?WANT to build meaningful relationships and help ambitious entrepreneurs succeed?BELIEVE you can use initiative and ownership to fast-track your career?THEN READ ON!Oneday is an education technology platform designed to inspire and equip aspiring entrepreneurs from diverse backgrounds to turn their business...