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Customer Support Representative

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Customer Support Representative

Homebot is an exciting, fast-growing start-up, revolutionizing how homeowners build wealth with the single largest asset they’ll ever own -- their home.

We sell our platform services to real estate agents, lenders and loan servicers as a way to keep customers engaged long after the sale is complete.

Our customers love us and we love them!

We are growing rapidly and need an incredibly organized, friendly and driven, Customer Support Representative to manage immediate customer requests and provide support for our Customer Success Managers.

Who We Strive To Be:

  • Servant Leaders: Serving our teammates and customers first, with the purpose of enabling and supporting them to do great work
  • Learners: We learn and share from resources, experiences, mistakes & each other
  • One Team: We support each other and decisions made

Characteristics of an Incredible Homebot Customer Support Representative:

  • Patient, friendly and maintains a stellar attitude through chaos and change
  • Detail oriented - No one slips through the cracks on your watch!
  • Solutions creator who takes initiative and adds value
  • Confident, adaptable self-starter who thrives in a fast-paced environment
  • Quick learner and happy to help wherever needed!

Responsibilities & Opportunities:

  • Manage and quickly respond to all immediate customer support requests, which are typically “how do I…” feature / function questions or account management questions.
  • Have a professional attitude -- you’ll be supporting some of the most successful and prominent Real Estate Agents and Lending Professionals in the country (our users).
  • Provide great customer support by quickly responding to phone calls, chat and email support requests, and assist our CSM’s as needed.
  • Triage requests to Customer Success Managers and/or Engineering team, as needed.
  • Collect and provide product feedback to the product team from the customer's perspective.

 

Experience & qualifications needed:

  • 1 + years of customer support experience in a professional environment, preferably with a Software as a Service company and/or Startup environment
  • Patient, friendly and a great attitude through fast growth
  • Strong communication skills, written and verbal; you will be dealing with very polished professional in lending and real estate sectors
  • Impeccable with follow through and follow up!
  • Flexible schedule and able to respond to emails/chats on nights and weekends, if needed during special circumstances
  • Direct experience with Intercom.io a bonus
  • Direct experience in lending or real estate sector a bonus

 

Perks/Benefits:

  • Experienced leadership team with success in multiple exits
  • Paid health, dental and vision benefits, FSA, 401K & commuter/parking benefits
  • 3 weeks flexible vacation policy- we believe in taking care of yourself
  • Office in WeWork on Platte Street - cold brew & kombucha for days!
  • Opportunities for growth
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    Emily Davis
    Technical Lead
    Culture goes deep
    Perks and benefits that let employees unplug
    Davis cherishes Homebot’s generous time off, from PTO to quarterly mental health days to volunteer days. She also appreciates the 12-week parental leave policy. “I love watching my colleagues use that time during what is the most exciting time in their lives,” she said. In her five years at Homebot, Davis has seen the People Operations team innovate to offer employees benefits that matter, like time to unplug. “Whether it’s how we structure a meeting, what we do for fun or how we interview people, there’s nothing too big or small to keep iterating on until we get it right,” she said.
    Davis cherishes Homebot’s generous time off, from PTO to quarterly mental health days to volunteer days. She also appreciates the 12-week parental leave policy. “I love watching my colleagues use that time during what is the most exciting time in their lives,” she said. In her five years at Homebot, Davis has seen the People Operations team innovate to offer employees benefits that matter, like time to unplug. “Whether it’s how we structure a meeting, what we do for fun or how we interview people, there’s nothing too big or small to keep iterating on until we get it right,” she said.
    Homebot has consistently demonstrated a commitment to building a culture that isn’t shallow.
    Mia Gerardi
    Business Intelligence Analyst
    Finding support
    Managers open doors for development
    Gerardi’s journey started with a manager who made space for her to discuss her long-term goals. When she expressed interest in moving from Customer Success to Data Analytics, her manager connected her with a Homebot leader who helped her carve her path. “It was amazing to work with a manager who listened to my career goals and then used her influence to open that door for me,” Gerardi said. Her manager created time for her to complete hands-on training and work with a mentor. Her new manager also scheduled weekly one-on-ones and invited her to shadow the team and attend skill-building events.
    Gerardi’s journey started with a manager who made space for her to discuss her long-term goals. When she expressed interest in moving from Customer Success to Data Analytics, her manager connected her with a Homebot leader who helped her carve her path. “It was amazing to work with a manager who listened to my career goals and then used her influence to open that door for me,” Gerardi said. Her manager created time for her to complete hands-on training and work with a mentor. Her new manager also scheduled weekly one-on-ones and invited her to shadow the team and attend skill-building events.
    It’s rare to find a company that believes in cultivating people’s passions. By giving people the opportunity to do what they love, Homebot makes it possible for employees to create their best work.
    Cody Hoskin
    Director, Legal and Compliance
    Solutions that serve
    Dedicated opportunities to improve the culture
    Homebotters have “seemingly limitless” chances to shape a positive company culture. Leadership’s open-door policy allows employees to discuss ideas, and the People Operations team solicits quarterly feedback about ways to improve culture. True to Homebot’s value of collaboration, cross-functional teams address company-wide concerns. Hoskin recently joined a team tasked with improving the ability for employees to connect with each other. Their work led to a shadowing program, a community service event and more events intended to create space for remote employees to engage with their peers.
    Homebotters have “seemingly limitless” chances to shape a positive company culture. Leadership’s open-door policy allows employees to discuss ideas, and the People Operations team solicits quarterly feedback about ways to improve culture. True to Homebot’s value of collaboration, cross-functional teams address company-wide concerns. Hoskin recently joined a team tasked with improving the ability for employees to connect with each other. Their work led to a shadowing program, a community service event and more events intended to create space for remote employees to engage with their peers.
    Homebot’s company culture — with its emphasis on open communication, mutual respect and creativity — enables us to come up with a solution that accounts for all stakeholders and best serves the company as a whole.

    What are Homebot Perks + Benefits

    Homebot Benefits Overview

    We believe in a collaborative, fun work environment. And when we say we have an awesome culture, we mean it. The team members who work here are passionate about the product but they are also passionate about how they interact with their teammates. We are respectful and professional when we need to be, and goofy and fun when it’s time to celebrate a win. We realize we might be a little biased so we encourage you to check out our Glassdoor reviews.

    We appreciate and value what our team members do every day, so we offer some amazing benefits to reward them.

    Culture
    Volunteer in local community
    We work with Habitat for Humanity and the Salvation Army
    Partners with nonprofits
    We partner with Habitat for Humanity to do 2 volunteer days per year.
    Open door policy
    OKR operational model
    Team based strategic planning
    Pair programming
    Open office floor plan
    Hybrid work model
    In-person all-hands meetings
    Flexible work schedule
    Homebot provides employees with a flexible work schedule that includes Flexible start and end times.
    Remote work program
    Diversity
    Documented equal pay policy
    Mandated unconscious bias training
    Mean gender pay gap below 10%
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Wellness programs
    Mental health benefits
    We offer an employee assistance program, as well as Mental Health Coaches
    Financial & Retirement
    401(K)
    401(K) matching
    Homebot matches 100% on the first 3% and an additional 50% on the next 2%(Homebotter contributes 5% and receives 4% from Homebot!)
    Company equity
    Equity Appreciation Program for people managers
    Performance bonus
    Child Care & Parental Leave Benefits
    Generous parental leave
    We provide 12 paid weeks of parental leave!
    Family medical leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Paid volunteer time
    Included under our Flexible Time Off program
    Paid holidays
    Homebot offers all employees paid time off to observe all major holidays (10 days paid time off).
    Paid sick days
    Homebot offers 48 hours of sick time, separate from FTO, for all full time employees.
    Flexible time off
    Office Perks
    Commuter benefits
    Homebot provides an EcoPass for the light rail and bus system, which can be used on any rail line, bus line (including to the airport). We also offer a Parking/Transportation Reimbursement.
    Company-sponsored outings
    Homebot has quarterly offsite company events.
    Free snacks and drinks
    Some meals provided
    Homebot provides a weekly catered lunch in-office on Thursdays!
    Company-sponsored happy hours
    Relocation assistance
    Relocation reimbursement for out-of-state moves to the Denver area for some roles (see job descriptions).
    Home-office stipend for remote employees
    Professional Development Benefits
    Job training & conferences
    Homebot offers employees professional development opportunities like certifications and conferences to further develop industry knowledge.
    Tuition reimbursement
    Homebot will match 25% up to a maximum of $5,000 per year for continuing education through an accredited program
    Lunch and learns
    Homebot hosts lunch and learn meetings on occasion.
    Promote from within
    Mentorship program
    Continuing education stipend
    Continuing education available during work hours
    Online course subscriptions available
    Customized development tracks
    Paid industry certifications
    Personal development training

    Additional Perks + Benefits

    We believe in a collaborative, fun work environment. And when we say we have an awesome culture, we mean it. The team members, aka Homebotters, are not only passionate about our product, but also about how they interact with each other. We push ourselves every day to be better, challenge each other to continuously grow, and to have fun doing it. We are professional when we need to be and goofy when it’s time to celebrate a win.

    One way we stay close is by attending Thankful Thursdays - a 1x a monthly event where we come together to recognize our teammates for something we appreciated in the last month. We also have catered in-office lunches weekly on Thursdays for our All Hands meetings.

    View full list of perks + benefits
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