Homeowner Support Specialist

Here at Hometap, we’re collaborative, passionate, and always ready to roll up our sleeves to create solutions that help people get more out of homeownership — and out of life. Our first product, a home equity investment, gives homeowners the opportunity to quickly access the equity they’ve built in their home to pay for what’s most important to them, from handling debt to finally making much-needed renovations, without taking on debt.  

We work hard, and have some fun along the way, too. You don’t have to take our word for it: The Boston Globe and Forbes have recognized us as a great place to work, and we’ve been honored for our commitment to innovation in the fintech space by Inc., HousingWire, and more! 

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In case you need any more convincing, we also provide competitive compensation, healthcare coverage, unlimited PTO, a generous share package, and a strong culture with plenty of opportunities for team-building and camaraderie.

Interested in joining us on our mission to make homeownership less stressful and more accessible? We’d love to talk.

Who you are:

We are in search of an articulate, organized, and empathetic individual to join our team as Homeowner Support Specialist. In this role, you will be instrumental in ensuring an outstanding experience for our homeowners as the first line of contact for inbound calls, emails, and chat. You’ll answer homeowner questions, de-escalate customer challenges, and document interactions with the end goal of identifying trends and improving processes. This is a great opportunity for someone with customer service experience, a high level of empathy and attention to detail, and an interest in learning in a growing, fast-paced environment!

What you’ll do:

Inbound Inquiries

• Serve as the first point of contact for homeowners by answering inbound line calls, addressing inquiries, providing information, and offering support
• Respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries
• Engage with homeowners through our online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions
• Collaborate with a small team to review questions, improve functional knowledge, and iterate on processes
• Work closely with Hometap’s sales team, your direct manager, and Director of Sales to execute on and improve responses, processes, and conversion rates

Homeowner De-Escalation

• Proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction
• Methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns
• Act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction

Online Reputation Support

• Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience
• Respond to homeowner inquiries through Hometap’s chat function

What you bring:

• 1+ year of inbound or outbound customer service experience 
• Available to work a regular schedule of 11am-7pm EST / 10am-6pm CST / 9am-5pm MST / 8am-4pm PST
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Empathetic and customer-focused approach
• Experience with de-escalating customer concerns
• Ability to work collaboratively in a fast-paced startup environment
• A knack for researching problems, identifying trends, and finding solutions
• Comfort in a fast-paced, highly collaborative work environment
• Experience working remotely
• Computer savvy, quick learner, with an ability to pick up new and changing software quickly
• A collaborative and team-oriented approach