Who are we?

Maxwell is on a mission to make mortgages human. We are revolutionizing the $8.5T residential mortgage market by reimagining how lending teams work together with borrowers to buy a home. Based in beautiful Denver, Colorado, Maxwell is a VC-funded, Techstars-backed company that empowers loan officers by intelligently automating their workflow so the focus isn’t the paperwork, it’s the people.

And we believe that doing well also means doing good: a portion of all of Maxwell’s revenues is dedicated to building homes for those who need them most in Haiti and El Salvador. We’ll do whatever it takes, wearing multiple hats every day, to make each other and our customers a success, and to make the world a better place. Come join us as we build a new way to finance a home!

Description:

Maxwell is hiring a Customer Success Specialist as we grow our Customer Success team in Denver, CO. As part of the team, this person will be responsible for maintaining our happy, thriving user base of mortgage lending professionals and borrowers. As a Customer Success Specialist, you will provide outstanding customer support and build relationships to drive product adoption and ensure our customers get the most return on investment from Maxwell. Success in this role means happier customers, account retention, and expansion of Maxwell’s business.

Job responsibilities

• Provide exceptional customer service as the main point of user contact for all inquiries, concerns, and product requests via phone and email, for both our lenders and borrowers

• Proactively identify technical issues and work with the development team to troubleshoot, leading to resolution

• Log customer interactions and tag/categorize issues, while keeping detailed notes in our CRM and help desk on customer interactions

• Ensure complete customer satisfaction by resolving issues in a thoughtful and efficient manner and following up to strengthen the customer relationship

• Create, manage, and update help center content as new features are released and updated

• Become a product usage subject matter expert and empower your customers to extract full value through interactions with you and usage of our customer resources, monitoring adoption and usage trends to provide recommendations

What we’re looking for:

We don’t expect people joining our Customer Success team to know everything about mortgages. Passionate, empathetic people willing to learn quickly can be taught, and we’re excited to help you learn and grow!

However, for you to best succeed in this role, it’ll help if you have:

• Associate/BA/BS degree or equivalent work experience with at least 1 years of customer service experience preferred

• Empathetic approach to customer service

• Outstanding written and verbal communication skills, including issue tracking, triaging and crisis management

• Solutions-focused mindset, helping nature, and a passion for the customer

• Flexible, high energy, fast learning mentality with the excitement for taking the initiative and presenting new ideas that will benefit both the Maxwell team and our customers

• General knowledge of cloud software as well as proficiency with internet browsers, productivity tools, including CRM and help desk software. Prior software company experience a plus.

• Teamwork skills are must, with the ability to collaborate in a transparent environment and proven time management skills

Why work for Maxwell?:

What you get:

An opportunity to be a key part of an agile team of thinkers and doers collaborating to change a multi-trillion dollar industry. We offer meaningful equity at an early stage company, a competitive salary, top-tier medical, dental and vision insurance, and flexible work hours and vacation time. Here are our awesome benefits in black and white:

• Meaningful equity as an early employee at Maxwell, we want you to be an owner that makes decisions and GSDs like one as we build the future together

• Top-tier insurance plans to select from along with a Flexible Spending Account where you can set aside pre-tax money for out-of-pocket medical expenses.

• Parking and public transport allowance to get you to the office in your own way whether you want to park or take the RTD (up to $100/month reimbursed)

• 100% of costs paid for your hardware/software you need to do your job

• At least three weeks of vacation time plus all 10 days of major holidays

• Up to two days off to volunteer each year at the charity of your choice

• An “Even Merrier Christmas” when we shut down the office between Christmas and New Year so you can enjoy your family and friends.

• A powder ski day for that one day when you’ve just got to hit the slopes with no lift lines (Three rules: you’re not disrupting anyone on the team by doing it, you make up the work day within 14 days, and this is an experiment based on trust)

Application process

• Please send a resume and personalized cover letter to [email protected] with subject line “Customer Success Specialist - Name.” We look forward to meeting you!
• Principals only, please. We aren't using contingency staffing agencies at the moment. Maxwell is not responsible for any fees related to unsolicited resumes.