[Remote] Customer Support Specialist, Fintech

Note: The job is a remote job and is open to candidates in USA. Titus is building payment solutions for residential real estate, aiming to enhance the home sales process. They are seeking a Customer Support Specialist to manage high-volume customer interactions across various channels, ensuring a smooth experience for homeowners, vendors, and agents.

Responsibilities

• The support line . Inbound calls and texts on the Titus line, plus missed-call triage so nothing goes unanswered during business hours
• Tier 1 customer responses . Email and HubSpot queues, worked from SOPs and templates, resolved independently when guidance is clear
• Product walkthroughs . Logging in, accepting loan terms, sending funds, repayments, often with customers who aren't tech-comfortable
• Pay-at-close lifecycle . Application data confirmation, document chasing, payoff invoices, and closing-date updates from application through repayment
• Loan and disbursement queues . Manual loan approval intake and routing, plus the disbursement-approval and business-verification queues
• ACH and identity verification . ACH change confirmations and Plaid troubleshooting from our playbook — name changes, frozen credit, expired links
• The knowledge base . Pointing customers to the right article, and flagging or fixing anything out of date as answers and processes change
• Pipeline hygiene . HubSpot cleanup, ticket categorization, spam filtering, and inbox order. Every ticket needs to be categorized and actioned, nothing aging or dropped
• Escalation routing . Tracking and routing bugs, payment failures, underwriting exceptions, disputes, and security issues to the right owner, early and clearly

Skills

• Direct fintech support experience. Hands-on support at a bank, fintech, or credit card company. This is a hard requirement, not a preference
• A track record of stability. 5+ years of professional support experience, with at least 2 continuous at a single employer. We want stability, not a history of short stints
• Phone presence. Patient, clear, and calm with stressed customers, including elderly homeowners and small business owners mid-transaction
• Strong writing. Clean, accurate written communication
• CRM fluency. Hands-on experience with HubSpot (what we use), Zendesk, Intercom, or a similar CRM/helpdesk tool
• Discretion. Trustworthy with financial and personal information, which you'll handle every day
• Process discipline. Follows SOPs exactly and escalates early rather than guessing. Wire verification is a security procedure, not a conversation
• Availability. US-based, available for a fixed 8-hour shift inside the 9am to 8pm ET window and willing to work a bit on the weekend to uphold our 24hr weekend SLA

Company Overview