Customer Support Representative, ClosingLock

Salary not provided

Offers equity compensation

HTML

Salesforce

Intercom

Junior and Mid level

Austin

5+ days a week in office

Real estate wire fraud prevention

Open for applications

Real estate wire fraud prevention

21-100 employees

RetailB2BReal EstateSaaSCyber SecurityFraud

Open for applications

Salary not provided

Offers equity compensation

HTML

Salesforce

Intercom

Junior and Mid level

Austin

5+ days a week in office

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 2 years of experience in customer or technical 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
Comfortable with learning new technologies, like basic html

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
Resolve time-sensitive inquiries related to home closings with empathy and attention to detail
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
Assist with updating customer documents to include basic HTML and templating (training provided)

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 and an impressive . 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

Insights

Led by a woman

Top investors

Glassdoor (3.8)

Company

Funding (last 2 of 3 rounds)

Jan 2025

$34m

SERIES B

Feb 2024

$12m

SERIES A

Total funding: $50m

Company benefits

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

Company HQ

Walnut Creek Business Park, Austin, TX

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

(CEO & Co-Founder)

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

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