Customer Support Specialist

Come join one of the best places to work in Denver! At Homebot we believe that every team member has an important role to play in bringing our mission statement to life. How do we do this By keeping a clear focus on culture and engagement and creating an environment where people are valued!

Homebot is a Homeownership Platform for Lenders Real Estate & Insurance Agents that drives client retention and referrals. Homebots special sauce is that it helps homeowners and homebuyers (aka: our customers clients) to build wealth through homeownership. Our customers include Mortgage Lenders Real Estate Agents Banks Credit Unions Loan Servicers Insurance agencies and Title Companies.

Our Customer Support team is in need of an incredibly organized friendly and driven Customer Support Specialist to manage immediate customer requests and provide support for our Customer Success Managers.

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon! (We also read cover letters so take a moment to tell us what makes you a great fit for us!)

This is a full-time position based in our Denver CO office. (This role will be expected to work in-office on Tuesday Wednesday and Thursday each week with the option to work from home Mondays & Fridays.)

Compensation: We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation including skills qualifications and professional experience which can cause your compensation to vary. This role has an annual targeted base salary range of $50000.00 - $55000.00 plus an annual 10% performance bonus target. For additional details on our total benefits package please review the section Why Homebot at the end of this job description.

We are accepting applications on an ongoing basis.

Job Summary:

The Customer Experience Specialist is responsible for managing and resolving customer support requests through various channels including live chat phone and email. This role involves handling billing-related inquiries managing data requests and providing product feedback to the relevant teams. The ideal candidate will also be responsible for contributing to customer education through training sessions helping to reduce churn by addressing customer concerns and ensuring a seamless experience for all users.

Key Responsibilities:

1. Customer Support Management:
   • Manage and respond to customer support requests across multiple channels including chat phone and email.
   • Handle internal support needs including escalations and managing the support channel for team members.
   • Provide timely and effective resolutions to customer issues ensuring high levels of customer satisfaction.
2. Billing and Account Management:
   • Process billing requests including refunds credits and subscription management.
   • Assist customers with creating new subscriptions changing plans and understanding their billing options.
   • Collaborate with the finance team to resolve complex billing issues.
3. Churn Management:
   • Proactively address customer concerns that could lead to churn providing solutions to retain customers.
   • Work closely with the customer success team to identify at-risk customers and implement strategies to improve retention.
4. Product Feedback:
   • Gather and relay customer feedback on product features and usability to the product team.
   • Participate in product development discussions representing the voice of the customer.
5. Customer Training and Education:
   • Conduct training sessions as requested to educate customers on product usage and best practices.
   • Develop and maintain educational materials to assist customers in maximizing the value of the product.
   • Support onboarding efforts for new customers by providing necessary training and resources.

Who Youll Collaborate With:

• This role will report to Manager Customer Support
• You will work closely with CX Sales Product & Engineering teams
• You will be part of a 6 member team (4 frontline Support and 2 tech Support agents)

Experience & Qualifications:

• Experience within fast-paced startup environments.
• 3-5 years of experience working directly with clients through live channels such as live chat phone and email support.
• Strong communication skills through both written and verbal channels.
• Ability to quickly adapt to shifting priorities and changing processes on a regular basis.
• Direct experience with is a bonus
• Direct experience in lending or real estate sector is a bonus

Culture and Values Mission

Homebot values and is enriched by a variety of perspectives. We believe that everyone comes from a diverse set of backgrounds and each member brings different skills to the group.

Homebot is proud to be an equal opportunity employer and we encourage all applicants to apply. All qualified applicants will receive consideration for employment transfer or promotion opportunities without regard to race color religion gender gender identity or expression sexual orientation including transgender status national origin/ancestry genetics pregnancy disability age marital status familial status or veteran status. We also encourage you to apply even if your experience doesnt precisely match the job description :)

Who We Strive To Be as Homebotters:

• We are Humbly Hungry
• We are Courageously Authentic
• We Challenge Limiting Beliefs
• We Keep our Eye on the Ball Hand in the Dirt
• We win lose and grow as a team together!

Read about how we rolled out these values to the organization!

Why Homebot

We believe in a collaborative fun work environment. And when we say we have an awesome culture we mean it. The team members aka Homebotters are not only passionate about our product but also about how they interact with each other. We push ourselves every day to be better challenge each other to continuously grow and to have fun doing it. We are professional when we need to be and goofy when its time to celebrate a win. We realize we might be a little biased so we encourage you to visit BuiltinColorados Best Places to Work list (#57) 50 Best Startups to Work For in Colorado (#5) and 50 Best U.S. Startup Companies (#40) for 2025!

With the mortgage and tech industries being highly male-dominated were proud to be a tech company in the mortgage space with 40% female employees across the organization.

Want to learn more about Homebot check us out on BuiltInCO!

We appreciate and value what our team members do every day so we offer some amazing benefits to reward them:

Perks/Benefits:

• Medical (Aetna) / Dental (Aetna) / Vision (VSP)
  • Homebot covers 99% for the employee and *70% for dependents *For 2 PPO plans
• 401(k) match
  • Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
• Pet insurance
• Legal insurance
• Flexible Vacation Policy - we believe in taking care of yourself & rewarding team members so we offer a flexible time off policy!
• 6 days of Sick/Mental Health time
• Paid Parental Leave - 12 Weeks!
• Access to Wellhub (previously known as Gympass)
• Hybrid Working Model - Blend Work From Home and In-Office Days
• Budget for Home Office Setup
• Denver EcoPass for light rail and bus system
• Office location in RiNo neighborhood in Denver with complimentary parking
• Weekly lunch delivery service in-office on Thursdays
• Fun quarterly events like Rockies games holiday parties etc.
• Open work environment with sit/stand desks
• Free Employee Assistance Program & Mental Health Coaches
• Educational Assistance Program
• Annual Training Budget for Professional Development