Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST | RETR | Anywhere in the World | Full Time | Remote

What This Role Involves

This role is pivotal in ensuring that customer relationships thrive without any hindrances from our product. You will be the first point of contact for customers via email, chat, and phone, handling both individual and enterprise accounts. Your expertise will be crucial in resolving complex issues that require a human touch, as well as writing and improving knowledge base articles to enhance our AI's capabilities.

What You'll Do

• Be the first human point of contact for customers across email, chat, and phone
• Handle ambiguous, technical, and high-stakes questions that bypass our AI
• Write and improve knowledge base articles to make the AI better and reduce the queue
• Gain deep fluency in mortgage and real estate workflows to explain our product effectively
• Perform actions with significant impact such as refunds, cancellations, and billing corrections in Stripe
• Identify and surface product friction to Engineering for resolution, then inform customers when changes are implemented
• Hand inbound leads to Sales smoothly without selling yourself or the customer

Requirements

Experience in customer support is a must. Proficiency in mortgage and real estate workflows is essential. Strong communication skills, both written and verbal, are required. Knowledge of Stripe for billing corrections is beneficial.

More About RETR

At RETR, we believe that our success lies in the strength of our customer relationships. Our mission is to ensure that our product never hinders a real deal, but rather supports it. We measure the impact of your work by watching the queue shrink because of something you wrote. Here, every good answer becomes an article that teaches our AI and stops the question from recurring.

Ready to Apply?

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