Customer Support Representative, ClosingLock

Salary not provided

+ Equity compensation

Salesforce

Intercom

Junior and Mid level

Austin

Real estate wire fraud prevention

Be an early applicant

Real estate wire fraud prevention

21-100 employees

RetailB2BReal EstateSaaSCyber SecurityFraud

Be an early applicant

Salary not provided

+ Equity compensation

Salesforce

Intercom

Junior and Mid level

Austin

21-100 employees

RetailB2BReal EstateSaaSCyber SecurityFraud

Company mission

To protect title companies, attorney offices, and their customers from social engineering, email spoofing, clone phishing, email hacking, imposter fraud, and compromised accounts.

Job

Company

Role

Who you are

We are seeking a driven and enthusiastic Customer Support Representative to join our expanding team
Minimum 1 year of experience in customer support
Excellent written and verbal communication skills
Strong interpersonal skills, with the ability to build rapport with customers
Excellent problem-solving and analytical skills
Ability to prioritize tasks and manage multiple inquiries effectively
Experience with ticketing in Salesforce, Intercom, or similar CRM
A positive and proactive attitude with a commitment to exceeding customer expectations

What the job involves

In this role, you will provide a consistently great customer experience and serve as a customer advocate
You will play a key role in ensuring customer satisfaction by effectively troubleshooting issues, answering questions, and resolving concerns
This position will report to the Customer Support Team Lead and will play an integral role in developing a new, growing team
Provide front line support by responding to internal and external questions within agreed SLAs
Take ownership of customer issues and communicate updates and resolutions
Help customers gain value from our software by understanding their needs and successfully resolving inquiries
Show customers we care by creating a consistent customer experience
Identify solutions for inquiries over phone, email and live chat
Collaborate with development and product to resolve escalated issues
Deliver customer feedback and requests to product
Contribute to internal and external documentation

Our take

Wire fraud accounts for an estimated $1 billion dollars every year within real estate, and the prevalence of this kind of fraud is on the rise. ClosingLock is aiming to stop this, by providing secure communications and a payment platform to real estate business.

Most wire fraud in this industry is committed via email hacks, so ClosingLock’s initial product was a secure portal for payment communications, but it has since grown. The company now offers docs-sharing and loan verifications on its platform as well, marketing itself as the do-it-all payment security platform for real estate.

Its model has been successful, with over $100 billion In transaction value in its first four years. But there are other companies offering fraud prevention services - rival Pondurance offers a data/expert-integrated fraud detection service, though not specifically aimed at the real estate industry. ClosingLock hasn’t quite cornered the market, but it is building up to be a strong player.

Kirsty

Company Specialist at Welcome to the Jungle

Company

Funding (2 rounds)

Feb 2024

$12m

SERIES A

Aug 2022

$4m

SEED

Total funding: $16m

Company benefits

Unlimited PTO
Downtown parking included
Medical, dental, and vision insurance

Company values

Provide Superior Customer Service
Deliver High Quality Products
Lead with Humility
Work with a Purpose

Company HQ

Walnut Creek Business Park, Austin, TX

Articles

Closinglock Announces $4M in Funding led by LiveOak Venture Partners

ClosingLock Will Double Headcount With $4M in Funding

Leadership

Abigail White

(Co-founder)

Previously worked as Assistant General Manager at Village Mall Management, and Assistant Manager at Anthropologie. They were also a Staff Writer and Digital Media Specialist at The American Genius.

Andy White

(Co-founder & CEO)

Formerly an Engineering Scientist at KnuEdge and Performance Architect at Samsung.

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