Note: The job is a remote job and is open to candidates in USA. Titus is a payments platform built for real estate that serves listing preparation businesses. The Senior Customer Support Specialist will own frontline customer support, improve the tier 1 AI support experience, build support systems, and communicate customer patterns to the product team.
Responsibilities
- Own the front line. Email, chat and phone, and the escalations that need a real answer fast
- Make our tier 1 AI actually good. It handles about 25% today. Review what it gets wrong, fix the content behind it, and push more volume through it without making customers feel handled
- Build the systems. Macros, help center, escalation paths, and the metrics that tell us whether support is getting better or worse
- Be the voice of the customer to product. Spot the pattern, write it up clearly, and watch it ship
Skills
- 3+ years in customer support, at least some of it at a software company where you owned outcomes, not just tickets
- You've written help center content or macros other people relied on
- You've worked with an AI or automated support tool and have opinions about what makes one good
- Calm and clear when a customer is upset and money is involved. You can say the uncomfortable part and still keep the customer
- You write plainly, in your own voice. Every reply says what happens next and when
- You notice patterns and write them down. A one-off is a ticket. Three is a product issue
- You work without being told how. The best thing on your résumé is something nobody asked you to do
- Based in the US and authorized to work here without visa sponsorship
- Fintech, payments, or anything involving other people's money
- Real estate exposure of any kind
- Intercom or a similar modern support platform
- You've been early at a startup before
Benefits
- Fully remote
Company Overview