Customer Support Representative, Qualia
Digital real estate closing platform and settlement software
Open for applications
Digital real estate closing platform and settlement software
201-500 employees
Open for applications
201-500 employees
Company mission
Qualia's mission is to transform home buying and selling into a quick, simple, and secure experience.
Role
Who you are
- Prior experience in Customer Support, or equivalent, with a track record of increasing customer satisfaction, adoption, and retention
- Impeccable written and verbal communication skills
- Strong interpersonal skills
- Punctual and adept at time management
- Technically fluent, detail oriented, and analytical
- Ability to communicate technical information to a non-technical audience
- Fast learner with drive for mastery
- Thrive in a fast-paced environment with frequent change
- Strong team player but still a self-starter
What the job involves
- As a Customer Support Representative, you will be the primary point of contact for the majority of Qualia users
- You will be responsible for fielding inbound calls and emails, providing training where applicable and assisting in the resolution of technical issues
- You will maintain an up-to-date understanding of Qualia’s functionality and leverage this knowledge to enhance customers’ use of the platform and to troubleshoot reported problems
- You will act as the bridge between the customer and Qualia’s internal teams to ensure that information flows smoothly and is communicated in an effective manner so as to be actionable for all parties
- You will cultivate a positive customer experience that drives satisfaction and contributes to the retention of our user base
- This position reports to the Manager of Customer Success
- Shifts begin at 8:00 am, 9:00 am, and 10:00 am
- Field inbound customer communications to provide prompt responses to user questions
- Independently manage workload to ensure timely follow up on all cases
- Maintain up-to-date product knowledge and understanding of support and engineering processes to effectively identify, scope, and communicate bugs and requested product modifications
- Achieve key performance metrics related to quality, productivity, responsiveness, and customer experience
Our take
For real estate agents, closing on a property involves a complex set of multiple transactions and endless paperwork, which can risk confusing and frustrating the buyer. The real estate industry has been slow to innovate and leverage technology to create a more streamlined experience, compared to industries such as retail.
Qualia is the first end-to-end online real estate closing platform. Its suite of products brings together homebuyers and sellers, lenders, title & escrow agents, and real estate agents onto one secure, remote platform. Since launching in 2015, over half a million real estate professionals have used Qualia for their clients.
Although fully digital real estate closings still account for only a small fraction of overall closings, the company is focused on enabling all existing participants to digitize — and eventually the entire industry. According to Qualia, it’s the only way to get enough scale to actually move the process forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Apr 2021
$40m
LATE VC
Dec 2020
$65m
SERIES D
Total funding: $211.6m
Company benefits
- Commuter benefits
- 401k plan
- Flexible paid time off
- Paid parental leave
- Company stock options
- Work from home opportunities
- Health insurance
Company values
- Our core values are based on the principle of having all employees act as leaders
- Leaders bring people together and are respectful of all people
- Leaders strive for excellence and have a bias to action
- Leaders are curious and seek out the best problem solving frameworks
- Leaders are customer obsessed and act like owners
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Nate Baker
(Co-Founder & CEO)Previous CEO and Founder of Nebu, and Founder and Board Member of Fractal Software.
Lucas Hansen
(Co-Founder)Previous Undergraduate Researcher at Rosenberg Lab and graduate of Stanford University.
Joel Gottsegen
(Co-Founder)Experience as a Software Engineer at Mosaic, and Data Scientist at DataFox Intelligence, Inc. Previous columnist for The Stanford Daily Newspaper. Founder of Petty Karma.
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