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Senior Customer Success Specialist

| Greater Denver Area

WHO WE ARE

Maxwell is on a mission to revolutionize the $8.5T residential mortgage industry by reimagining how homebuyers, real estate agents, and loan officers work together to buy a home. Our digital mortgage solution was created on the principle that mortgage companies will win by betting on the augmentation of human relationship, not by replacing it with faceless technology. Our software intelligently enhances the lender's workflow so the focus isn’t the paperwork, it’s the place to call home.

Founded in 2015 and based in beautiful Denver, Colorado, Maxwell is backed by leading venture capital firms and Techstars. Every day, Maxwell is used by hundreds of lenders across the U.S. to serve thousands of homebuyers. We work as a team and do whatever it takes to make each other and our customers successful. We also are proud to partner with New Story and dedicate a portion of our revenues to build homes for those who need them most in Haiti and El Salvador. Come join us as we build a new way to purchase a home!

WHAT WE EXPECT OF YOU

At Maxwell, our customers are the center of our work - that’s why we call them partners. We’re hiring a Senior Customer Success Specialist as we grow our Customer Success team in Denver, CO. Reporting to the Head of Customer Success, you’ll be a key member of the tech support team, owning the first response time metric, providing technical support to our users, and driving forward on key tech support initiatives. As the Senior CS Specialist, you will help build processes that will ensure the success of our clients and the Maxwell team together.

This is a great opportunity for an experienced tech support team member to stretch their management skills, as this role will ideally move into a team lead position. You will:

  • 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
  • Provide feedback into the Sales and Service Delivery processes on items not flowing smoothly into customer support process
  • Provide feedback to the Product and Engineering teams on changes, common application errors by customers or internal resources with a focus on improving the usability of the platform

This is not a development position, and is located onsite in Denver, CO.

HOW YOU'LL KNOW YOU'RE QUALIFIED

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 5 years of technical support experience preferred
  • Outstanding written and verbal communication skills, including issue tracking, triaging and crisis management, with proven experience of motivating and driving performance improvements within a team
  • Solutions-focused, empathetic mindset, helping nature, and a passion for the customer
  • General knowledge of cloud software as well as proficiency with internet browsers, productivity tools, including CRM and help desk software
  • Ability to effectively communicate scope of issue and path to resolution to all levels within customer organizations; ability to correlate individual issues into larger platform related problems
  • Teamwork skills are must, with the ability to collaborate in a transparent environment and proven time management skills

WHAT YOU GET

An opportunity to be part of an agile team of thinkers and doers who are driven, collaborative, and authentic. You play a key role in shaping our incredible company and culture.

  • Meaningful equity as an early employee at Maxwell. We want you to participate and make decisions as an owner with our future in mind
  • Top-tier insurance plans to select from along with a FSA and HSA where you can set aside pre-tax money for out-of-pocket medical expenses. For those with HDHP+HSA accounts, Maxwell makes a $500 annual contribution to your HSA.
  • Parking and public transport allowance to get you to the office in your own way whether you want to park or take the RTD ($100/month)
  • 3 weeks of vacation time plus sick days, all 10 major holidays, and 1 floating holiday for your birthday, religious holiday, or other special day of your choice
  • Up to 3 days off each year to volunteer 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
  • powder ski day for that one day when you’ve just got to hit the slopes with no lift lines

OUR APPLICATION PROCESS 

Please keep applications brief; we want succinct resumes with relevant experience. Be prepared to demonstrate your skills. Short but super-personalized cover letters are encouraged.

Principals only, please. We aren't using contingency staffing agencies at the moment. Maxwell is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • SalesforceCRM
    • PardotLead Gen

Location

Steps from 16th Street, our neighborhood is thriving with restaurants and coffee shops. Plus, just steps from Union Station, RTD rail and bus lines.

An Insider's view of Maxwell

What’s the vibe like in the office?

We have an amazing team that really works hard & cares not only about getting their job done but about going above and beyond. Everybody is eager to learn: about our product, our customers, how the industry operates, & about each other. We have created a culture where there are no stupid questions & always someone around to answer those questions.

Ellie

Customer Success Manager

How do you collaborate with other teams in the company?

The company culture requires high levels of personal responsibility and accountability, but with lots of freedom to be creative and accommodate personal work habits. Everyone is accessible and willing to help each other.

Jason

Business Ops & Finance Manager

How does the company support your career growth?

Maxwell respects each employees personal life, cares about their success, and wants them to succeed both professionally and personally. They value us enough to take the time to disconnect and listen to every single person's opinion.

Alan

Head of Growth

What unique initiatives do you have that encourage innovation?

Every quarter each team makes a Big Bet. The bar is high: a big investment that could fail, but if successful would be a step-function change for Maxwell. We all know we're here to innovate and own the future. So we celebrate failures along with wins. If we're not failing, we're not learning, and we're probably not winning either.

John

Co-Founder & CEO

What's something quirky about your company?

We have a floating "Powder Ski Day" that we can use whenever we want. Got to love the company-wide appreciation for fresh powder :p

Chelsea

Content Manager

What are Maxwell Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you select a high-deductible plan with Health Savings Account, in addition to your contributions, you will also receive an annual $500 employer contribution to your HSA from Maxwell.
Disability Insurance
Dental Benefits
Maxwell offers employees multiple choices for dental/vision insurance through Aetna. Maxwell also subsidizes the cost of this insurance for employees and their spouses and/or dependents
Vision Benefits
Maxwell offers employees multiple choices for dental/vision insurance through Aetna. Maxwell also subsidizes the cost of this insurance for employees and their spouses and/or dependents
Health Insurance Benefits
Employees currently have a choice of four healthcare plans offered by Aetna
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
We believe that every employee should not only be a part of building something great but be given a chance to have ownership in Maxwell. The value of shared success is very high here.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Employees get over 35 paid days out of the office each year, including paid holidays, An Even Merrier Christmas (from Christmas to NYE off), Volunteer Days, a Ski Powder Day, and personal time off.
Paid Volunteer Time
Every year, you get two paid volunteer days, in addition to PTO, to volunteer at the charity of your choice.
Sabbatical
Every five years, based on your employment anniversary date, you are entitled to enjoy a one-month sabbatical, fully paid, to see the world or to change it, maybe even some of both!
Paid Holidays
Maxwell observes the following 10 paid holidays, plus one floating holiday for your birthday, a religious holiday that’s important to you, or anything else.
Paid Sick Days
On top of paid holidays and company days off, we provide 15 days per year of PTO. This can be used to be away from the office for vacation, sickness, or personal requirements.
Perks & Discounts
Casual Dress
Commuter Benefits
Maxwell offers all full-time employees based in Denver a $100 stipend for monthly parking or commuting expenses, including RTD and Uber.
Company Outings
We work hard and we like to have a good time together. Any given week there may be a Happy Hour, a team hike, a team ski day, etc.
Game Room
Bowlers of all skill levels are welcome in our bowling alley!
Stocked Kitchen
Pooled snack budget around the office for those who want to participate. Throw a few dollars in a hat and we stock up on a few munchies from Costco.
Some Meals Provided
Bagel Fridays for those who are in Denver to enjoy good food and good company!
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Built in Colorado recently spotlighted Maxwell for our diversity initiative. Our company-wide goal is that at least 50 percent of candidates who make it to interviews are from under-represented groups
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
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