Customer Success Associate

2 days ago

Seattle, Washington, United States Friday Harbor Full time $70,000 - $90,000 per year

Customer Success Associate (Mortgage Operations)

Location:
Seattle, WA (In-office)

This role is perfect for mortgage loan officer assistants, processors, and other operations professionals.

About Us:

Friday Harbor uses AI to simplify mortgage origination, helping lenders close loans faster, more accurately, and with less friction. We're a well-funded, Seattle-based startup backed by top-tier investors (Abstract, Mischief, Wischoff, AI2 Incubator, CoFound) and trusted by leading lenders across the country.

The Role

We're hiring a Customer Success Associate with a background in mortgage operations, ideally a loan processor, loan officer assistant, or junior underwriter who loves helping others succeed. You'll be the front line for our customers, resolving issues, guiding users, and ensuring lenders get maximum value from the Friday Harbor platform.

This is a unique opportunity to join a fast-growing AI company at the center of the mortgage industry's digital transformation. You'll combine your mortgage expertise with customer-facing support and have a direct hand in shaping how lenders use AI in production.

What You'll Do

  • Respond to customer support requests and troubleshoot issues in real time.
  • Use your mortgage knowledge to help users resolve file-level or workflow challenges.
  • Partner with product and engineering teams to relay feedback and identify improvements.
  • Support onboarding and training for new lenders.
  • Help create and maintain customer-facing resources and documentation.
  • Occasionally process and review sample loans using Friday Harbor for internal testing.

What We're Looking For

  • 2+ years in residential mortgage operations (processing, underwriting support, or LOA).
  • Hands-on familiarity with an LOS/POS system like Encompass, MeridianLink, Arive, or Calyx Path.
  • Excellent communication skills and a service mindset.
  • Detail-oriented problem solver who thrives in a fast-paced, startup environment.
  • Based in the Seattle area and available for in-office work.

Preferred

  • Extensive experience with the Encompass loan origination system.
  • Exposure to underwriting workflows or guideline analysis.
  • Previous customer support or client-facing experience.

Compensation

  • Salary range: $70,000–$90,000
  • Stock option eligibility
  • Full health, dental, and vision benefits
  • In-office role at our Seattle headquarters

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