CX Lead - Notary Connect Pro ID-12601
Snapdocs is a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the US economy that still relies on fax machines and manila envelopes. Today, 20% of real estate transactions are processed through our platform. Our products rely on carefully designed workflows, AI-based automations, and empathetic user experiences to deliver best-in-class customer experiences. We are backed by investors like Sequoia, Y Combinator, and F-Prime.
Customer Support, $40/hr, Weekend Job, Remote, No Degree Phone Support, Remote, $50/hr, No Experience, Part-Time Data Entry, No Degree, $45/hr, Part-Time, Remote Job Remote Phone Job, $45/hr, No Degree, College Student Friendly Data Entry, No Experience, $35/hr, Remote, College Student Customer Support, $50/hr, Remote, Evening/Night Job, No Degree Virtual Assistant, $42/hr, Remote, Weekend, No Degree Live Chat Support, $50/hr, Remote, Night Shift, No Degree Data Entry, $35/hr, Remote, Evening Job, College Student Customer Support, No Degree, $40/hr, Remote, Weekend Job Remote Data Entry, $35/hr, No Experience, Evening/Night Job Virtual Assistant, $50/hr, Evening, Remote, College Student Remote Data Entry, $40/hr, College Student Friendly, Part-Time Phone Support, Remote, $50/hr, No Experience, Night Shift Data Entry, Remote, $42/hr, Evening Job, No Degree Live Chat Support, $42/hr, Weekend, Remote, No Degree Remote Phone Job, $35/hr, College Student, Night Shift Data Entry, $35/hr, Night Shift, No Degree,?Remote?Job Remote Live Chat, $40/hr, College Student, No Experience Remote Moderator, $42/hr, Weekend, No Experience Required Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time Virtual Assistant, $40/hr, Remote, No Experience, Evening Evening Virtual Assistant, Remote, $45/hr, No Experience Customer Support, $50/hr, Remote, Evening/Night Job, No Degree Data Entry, $40/hr, No Experience, Remote, Weekend Job Remote Data Entry, $42/hr, Evening/Night Job, No Experience Remote Data Entry, $40/hr, Evening/Night Job, No Experience Live Chat Support, $40/hr, Part-Time, Remote, No Degree Remote Customer Support, $42/hr, Night Job, No Experience Remote Moderator, $40/hr, Part-Time, Weekend, No Degree Phone Job, $35/hr, Remote, Part-Time, College Student Virtual Assistant, $42/hr, Remote, Weekend, Entry Level Phone Job, $40/hr, Remote, Night Shift, No Degree Remote Customer Support, $45/hr, No Degree, Evening Job Data Entry, $40/hr, Remote, Evening, No Experience Required Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Live Chat Support, $45/hr, Weekend, Remote, College Student Remote Data Entry, No Experience, $40/hr, Part-Time Data Entry, $35/hr, Night Job, No Degree, Remote Remote Customer Support, $42/hr, Night Job, No Experience Remote Phone Job, $40/hr, Part-Time, No Degree Required Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Virtual Assistant, $50/hr, Evening, Remote, College Student Entry-Level Remote Data Entry, $35/hr, Evening Job Data Entry, $45/hr, Remote, Night Shift, College Student Job Weekend Data Entry, $45/hr, Remote, No Experience Remote Phone Job, $50/hr, College Student, Night Shift Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Live Chat Support, $42/hr, Weekend, Remote, No Degree Virtual Assistant, $35/hr, Remote, Part-Time, Evening Job Remote Phone Job, $45/hr, Part-Time, No Degree Required Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Live Chat Support, $35/hr, Remote, No Experience Required Evening Virtual Assistant, Remote, $45/hr, No Experience Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Phone Job, $45/hr, Remote, Night Shift, No Degree Remote Phone Support, $45/hr, Night Job, College Student Virtual Assistant, $42/hr, Remote, No Experience, Evening Remote Phone Support, $40/hr, Evening, No Experience Required Remote Phone Job, $40/hr, No Degree, College Student Friendly Virtual Assistant, $42/hr, Remote, No Experience, Evening Remote Data Entry, $45/hr, Weekend Job, College Student Remote Data Entry, $45/hr, Weekend Job, College Student Virtual Assistant, $40/hr, Remote, Weekend, Entry Level Virtual Assistant, $40/hr, Remote, Night Shift, No Experience Entry-Level Remote Data Entry, $35/hr, Evening Job Remote Moderator, $40/hr, Weekend, No Experience Required Remote Phone Support, $45/hr, Night Job, College Student Customer Support, $42/hr, Remote, Part-Time, No Degree Remote Live Chat, $40/hr, College Student, No Experience Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Weekend Customer Support, $40/hr, Remote, College Student Part-Time Data Entry, $40/hr, Remote, College Student Friendly Data Entry, No Degree, $45/hr, Part-Time, Remote Job Remote Live Chat, $40/hr, College Student, No Experience Remote Phone Job, $45/hr, Part-Time, No Degree Required Virtual Assistant, $42/hr, Remote, Weekend, Entry Level Live Chat Support, $40/hr, Part-Time, Remote, No Degree Remote Customer Support, $45/hr, No Experience, Part-Time Remote Data Entry, $40/hr, College Student Friendly, Part-Time Phone Support, $35/hr, Weekend, Remote, No Experience Remote Moderator, $42/hr, College Student, Weekend Job Remote Moderator, $40/hr, Weekend, No Degree, Part-Time Data Entry, $35/hr, Night Shift, No Degree,?Remote?Job Virtual Assistant, Remote, $40/hr, Weekend, No Experience Virtual Assistant, No Experience, $40/hr, Remote, Weekend Remote Moderator, $40/hr, College Student, Weekend Job Phone Support, $35/hr, Weekend, Remote, No Experience Virtual Assistant, $40/hr, Remote, Weekend, No Degree Phone Support, Remote, $50/hr, No Experience, Part-Time Phone Support, Remote, $50/hr, No Experience, Part-Time Virtual Assistant, No Experience, $40/hr, Remote, Weekend Remote Phone Job, $40/hr, Part-Time, No Degree Required Data Entry, No Experience, $35/hr, Remote, College Student Remote Moderator, $40/hr, College Student, Weekend Job Data Entry, $35/hr, Night Shift, No Degree,?Remote?Job Virtual Assistant, $40/hr, Remote, Weekend, Entry Level Virtual Assistant, Remote, $40/hr, Weekend, No Experience Live Chat Support, $40/hr, Weekend, Remote, College Student Remote Customer Support, $40/hr, Night Job, No Experience Data Entry, $40/hr, Remote, Night Job, No Degree Customer Support, $40/hr, Remote, Evening, No Experience Virtual Assistant, $40/hr, Weekend, College Student, Remote Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time Data Entry, $40/hr, Part-Time, Remote, Weekend Job Virtual Assistant, $42/hr, Remote, Weekend, Entry Level Data Entry, $35/hr, Night Job, No Degree, Remote Remote Customer Support, $40/hr, Part-Time, College Student Data Entry, $40/hr, Remote, Evening, No Experience RequiredWe are an innovative team. As we expand our product offering to serve more customers in more ways, we need to grow our team with smart, hungry, and curious people. That’s where you come in…
The Customer Experience Lead plays a pivotal role in shaping and enhancing our customers' journey. They are responsible for developing, implementing, and executing strategies to deliver best-in-class customer experiences, ensuring that every interaction with our product and team exceeds expectations. They play a crucial role in addressing customer inquiries, resolving issues, technical troubleshooting and enhancing overall customer satisfaction.
Customer Support:
- Serves as an escalation point for the team as needed and provides exceptional customer support as these situations arise. Does everything in their power to get an answer and resolve the issue.
- Addresses customer inquiries, investigates and resolves customer complaints or issues efficiently and effectively.
- Assists with new account set ups and implementations as needed. Ensures the team has the information they need to be successful on servicing new clients.
- Performs technical troubleshooting and testing as needed.
- Builds and fosters strong relationships with key customers and works directly with these partners on key initiatives and enablement activities
Strategy Development & Process Improvement:
- Develops and implements customer experience strategies and initiatives
- Identifies opportunities for improvement and innovation in the customer journey.
- Assists with the training and education of the staff on customer-centric approaches and best practices to foster a customer-focused culture.
- Identifies opportunities to improve customer support processes and procedures, contributing to increased efficiency, responsiveness, and customer satisfaction.
- Helps create and maintain resources to ensure the team has the information they need to be able to deliver exceptional service for our Notary Connect Pro customers.
Cross-Functional Collaboration:
- Collaborates with cross-functional teams to improve customer satisfaction and loyalty.
- Works closely with our technical teams on new feature development and product enhancements that can improve the experience for our team and for our customers. Helps obtain any data required to justify requests.
- Collaborates with stakeholders to understand their needs and priorities.
- Represents Operations on customer and prospect calls as needed
Customer Insights:
- Analyzes customer data and feedback to identify areas for improvement and drive strategic decisions.
- Monitors and measures key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, provides regular reports and insights to senior management and stakeholders.
- Gathers and documents customer feedback and insights from all channels, sharing them with relevant teams to drive product and service improvements. Uses insights to make data-driven decisions.
Behaviors/Attributes for ADA and employee relations purposes.
- Ex: Maintain regular and punctual attendance
- Work cooperatively with others
- Work in a remote (quiet environment)
- Have a functioning high-speed internet connection
- Comply with all company policies and procedures
Minimum Qualifications (Knowledge, Skills, and Abilities)
- High school diploma or equivalent (Bachelor's degree preferred).
- Exceptional communication, presentation skills and interpersonal abilities.
- Proven experience in customer service or a related field. Has a natural willingness to help others, has a customer centric mindset.
- Analytical with the ability to derive insights from customer data.
- Creative and strong problem-solving skills.
- Ability to work collaboratively in a cross-functional team environment.
- Ability to handle challenging customer interactions with professionalism and empathy. Stays positive when things get challenging.
- Detail-oriented and organized, has a strong bias for action.
- High emotional intelligence, and adaptability.
- Proven success in a highly autonomous role.
Preferred Qualifications (Knowledge, Skills, and Abilities)
- Bachelor's degree in business, marketing, or a related field
- Experience with customer relationship management (CRM) systems.
- Willingness to work flexible hours, including weekends and evenings, if required.
If you are located in the SF Bay Area, NYC, or Seattle Metro area, the salary range for this role is $64,000.00 - $80,000.00. For all other locations, the range is $56,000.00 - $70,000.00. The range displayed on each job posting reflects the target for new hire salaries for the position in this location. Within the range, individual pay is based on the successful candidate’s experience and qualifications.
Snapdocs strongly values diversity and drive. We want to work with people of different backgrounds and different paths in life, and we trust our team to make smart decisions. This means we value independent work as well as collaboration.
Our benefits include (but are not limited to):
- Excellent health, dental, and vision benefits
- 401(k) with up to 4% company match
- 16 weeks paid parental leave (regardless of gender)
- Flexible time off policy
- Flexible spending account for healthcare and dependent care
- Life and disability insurance
Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
