Support Services Associate

2 weeks ago


San Francisco, California, United States Polly Full time

About You:


You possess over 2 years of experience in Customer Service and are eager to embrace your next opportunity within a rapidly expanding, innovative SaaS organization.

Your enthusiasm for engaging with cutting-edge technologies and a contemporary tech environment drives you to collaborate with a team where your contributions significantly enhance the customer journey.


Your Responsibilities:
Address customer inquiries with care and efficiency through various communication channels including email, chat, and phone.
Craft thoughtful and personalized replies to diverse customer requests.
Analyze incoming inquiries and identify patterns in customer concerns to communicate with the team.
Actively participate in achieving team objectives and milestones.

Provide frontline assistance to customers, determining whether inquiries stem from user error, technical issues, training needs, or product features.


Your Qualifications:
Deeply committed to customer support and its vital role in fostering a customer-focused team.
Ability to articulate technical challenges in a clear and respectful manner.
Exceptional communication and writing skills.
Exhibit empathy, diplomacy, and composure when navigating customer issues.
A collaborative spirit, thriving in a team-oriented environment.

Preferred Qualifications:
Experience in the Mortgage Sector - Lock desk, Underwriting, Processing.

Technical Skills:
Familiarity with tools such as API, Postman, Kibana, JIRA, etc.

Essential Experience:
Background in PPE/Lock Desk or Mortgage Technology.
Why Choose Polly?
We are addressing a multi-trillion-dollar market characterized by significant inefficiencies, aiming to transform the operational landscape of an entire industry.
Our leadership team comprises seasoned professionals who have previously developed impactful platforms.
Exceptional opportunities for career advancement and professional development.
Direct interaction with key decision-makers and senior leaders.
Competitive compensation packages.
Comprehensive medical, vision, dental, disability, and life insurance coverage.
Flexible vacation policies.
Remote work options.
Let’s Connect.
Polly has transformed the mortgage sector with its innovative, data-driven capital markets ecosystem.

Financial institutions, credit unions, and mortgage lenders across the nation rely on Polly's Product and Pricing Engine (PPE), Loan Trading Exchange, actionable data analytics, and advanced AI/ML technologies to streamline and enhance the entire capital markets value chain, enabling their secondary teams to operate more efficiently and profitably.

Founded in 2019 by a team of experienced technology and mortgage specialists, Polly is headquartered in San Francisco, California.

Polly is an equal opportunity employer.

All qualified candidates will be considered for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status.

In accordance with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.



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