Homebot
Denver, CO

Customer Support Specialist

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

We sell our SaaS 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 scaling rapidly and need an incredibly organized, friendly and driven Customer Support Specialist to manage immediate customer requests and provide support for our Customer Success Managers. 

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon! (We also read cover letters so take a moment to tell us what makes you a great fit for us!)

This is a full-time position based in our Denver, CO office. (Currently, due to COVID-19, we are working remotely and will continue to do so until there is a vaccine widely available. Until then, you can work remotely in another state but will eventually need to be in the Denver area) 

Targeted Base Salary: $45,000 - 50,000. For additional details on our total benefits package, please review the section “Why Homebot?” at the end of this job description.

Who We Strive To Be as Homebotters:

  • Servant Leaders: We serve our teammates and customers first, with the purpose of enabling and supporting them to be successful
  • Respect, Thoughtfulness & Maturity: We show through our actions
  • Accountability: We know our jobs & take ownership
  • One Team: We make decisions, get in the same boat, & paddle together
  • Diligent: We are persistent in the details
  • Initiative: We seek improvements continuously
  • Solution Drivers: We create solutions rather than focus on problems
  • Positivity Builders: We recognize that great attitudes are contagious
  • Learners: We fail fast & share from our experiences & mistakes

Characteristics of a Rockstar Homebot Customer Support Specialist:

  • 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!

What You’ll Be Accountable For:

  • 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 

Collaboration:

  • This role will report to Customer Support Manager
  • You will work closely with the Sales and Data teams
  • You will be part of the entire CS team consisting of Customer Success Managers, Customers Success Specialists, and our Training & Education team.

Experience & Qualifications:

  • 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
  • 1 + years of customer support experience in a professional environment, preferably with a Software-as-a-Service and/or Startup environment is a bonus
  • Direct experience with Intercom.io is a bonus
  • Direct experience in lending or real estate sector is a bonus

Why Homebot?

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 not only passionate about the product but passionate about how they interact with their teammates. We push ourselves every day to be better and challenge each other to continuously grow. 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:

Perks/Benefits:

Perks/Benefits:

  • Health benefits (we pay 99% of the Homebotter’s cost for the 80/20 medical plan)
    • Medical & Dental: United Healthcare
    • Vision: Beam (VSP)
  • Great vacation policy - we believe in taking care of yourself & reward team members as they reach milestone years of service (3 weeks accrued vacation to start!)
  • Equity Appreciation Program
  • Paid Parental Leave - 12 Weeks!
  • 401K (Guideline)
  • Denver EcoPass for light rail and bus system
  • Office location in downtown Denver (top floor overlooking Union Station!)
  • Events like: Tasty Tuesdays, Wellness Wednesdays and Thankful Thursdays
  • Onsite Massages 2x/month
  • Nitro cold brew, french press, smoothie bullet and snacks
  • Rotating beer tap + stocked beer/wine fridge
  • Monthly lunch paid by Homebot
  • Fun quarterly events like Rockies games, holiday parties, etc.
  • Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?)
  • We give back to the community (Volunteer Days, Giving Tree)
  • Open work environment with sit/stand desks
  • Professional development opportunities/trainings
  • Opportunities for career growth

More about Homebot

Problem we’re solving:

The US homeownership market is the largest asset class in the world at $30 trillion but is essentially an “unmanaged” asset that causes homeowners to leave billions of dollars on the table every year. At the same time, loan officers and real estate agents spent $20 billion a year on desperate attempts to maintain mindshare and loyalty with their past clients in hopes of gaining more repeat and referral business.

Our solution:

Homebot is a client-for-life portal that maximizes repeat and referral business for lenders by empowering consumers to build wealth through homeownership. The award-winning client portal delivers personalized, actionable intelligence throughout the entire homeownership lifecycle to every client and prospect. With an average 50% monthly engagement rate, Homebot ensures lenders and agents remain the trusted advisors that consumers rely on to make informed decisions about the largest asset they may ever own, their home. 

It’s definitely a game-changer and we are truly making an impact. Having launched in 2016, we're over 50 Homebotters strong and expect to continue that growth in 2020. We moved into some pretty sweet new digs in July 2019, and would love to have you come join us for some good times!

Check out our website at www.homebot.ai

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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.

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