Customer Support Specialist

ABOUT MAXWELL:

Together, we're building impactful solutions in a values-focused environment that supports innovation. As we continue to grow rapidly, we're seeking experienced, capable people who want to revolutionize the home-buying process alongside us. If you're interested in a thoughtfully created culture and the opportunity to tackle worthwhile challenges, we'd love to hear from you.

JOB SUMMARY:

The Customer Support Specialist will be responsible for maintaining our happy, thriving user base of mortgage lending professionals and borrowers. As a Customer Support Specialist, you will provide outstanding customer support and build relationships to drive product adoption and ensure our customers get the most return on investment from Maxwell.

If this sounds like something you would enjoy, apply today! We can't wait to meet you!

WHAT YOU CAN EXPECT OF MAXWELL:

• 60% remote work optional

• Meaningful equity as an early employee at Maxwell

• Top-tier insurance plans

• 401K Matching

• Parking and public transport allowance to get you to the office

• 3 weeks of vacation time plus 11 major holidays off annually

• 2 floating holidays to celebrate anytime that is important to you

• 2 days off to volunteer each year at the charity of your choice

• An "Even Merrier Holiday" when we slow down between Christmas and New Year so you can enjoy your family and friends

• A powder ski day for that one day when you've just got to hit the slopes with no lift lines

WHAT THE ROLE WILL REQUIRE OF YOU:

• Provide exceptional service & technical support as the main point of user contact for all inquiries, concerns, and product requests via phone and email, for both our lenders and borrowers

• Proactively identify technical issues and work with the development team to troubleshoot, leading to resolution. Log customer interactions and tag/categorize issues, while keeping detailed notes in our CRM and help desk on customer interactions

• Ensure complete customer satisfaction by resolving issues in a thoughtful and efficient manner and following up to strengthen the customer relationship

• Create, manage, and update help center content as new features are released and updated

• Provide feedback into the Sales and Service Delivery processes on items not flowing smoothly into customer support process

• Provide feedback to the Product and Engineering teams on changes, common application errors by customers or internal resources with a focus on improving the usability of the platform

Our ideal candidate will possess strong skills such as:

• Outstanding written and verbal communication skills, including issue tracking, triaging and crisis management.

• Solutions-focused, empathetic mindset, helping nature, and a passion for the customer

• Well developed problem-solving skills; ability to correlate individual issues into larger platform related problems

• Teamwork skills are must, with the ability to collaborate in a transparent environment and proven time management skills

We would love the following experience:

• At least 2 years of technical support experience

• General knowledge of cloud software as well as proficiency with internet browsers, and productivity tools, including CRM and help desk software

COMPENSATION:

The base salary for this role will be between $60K - $70K and will be determined based on experience and the industry standard within the Denver, CO market.

LOCATION:

This role will be based out of our Denver, CO headquarters. Mondays and Tuesdays are based in the office and the remainder of the week is optional for remote work.