Customer Support Specialist

<img src="https://we-work-remotely.imgix.net/logos/0171/5755/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Remote <br /><strong>URL:</strong> <a href="https://retr.app/">https://retr.app/</a> </p> <h2>Why this role matters now</h2> <p class="font-claude-response-body break-words whitespace-normal">A loan officer's business runs on relationships. Ours runs on making sure RETR never gets in the way of theirs.</p> <p class="font-claude-response-body break-words whitespace-normal">When something breaks for a customer, a real deal is on the line, and what they need is a person who understands both the product and their business. That person is you.</p> <p class="font-claude-response-body break-words whitespace-normal">Most support jobs are a treadmill: you answer the question, the question comes back, you answer it again. Here the work compounds. A good answer becomes an article, the article teaches our AI, and the question stops coming. We measure which articles resolve and which fail, so you can watch the queue shrink because of something you wrote.</p> <h2>What you'll do</h2> <p class="MsoListParagraph"><span><span>•<span> </span></span></span>Be the first human a customer talks to, across email, chat, and phone, for individual and enterprise accounts alike</p> <p class="MsoListParagraph"><span><span>•<span> </span></span></span>Answer the hard half. Our AI handles the routine questions; what reaches you is the ambiguous, the technical, and the high-stakes</p> <p class="MsoListParagraph"><span><span>•<span> </span></span></span>Write and improve the knowledge base articles that make the AI better and the queue smaller. We measure which articles resolve and which fail, and we fix the ones that fail</p> <p class="MsoListParagraph"><span><span>•<span> </span></span></span>Build real fluency in mortgage and real estate workflows, deep enough to explain our product in the customer's language rather than ours</p> <p