Customer Support Specialist
RETR
Anywhere in the WorldFull timeRemote
About the role
- Headquarters: Remote URL: https://retr.app/ Why this role matters now A loan officer's business runs on relationships
- Ours runs on making sure RETR never gets in the way of theirs
- When something breaks for a customer, a real deal is on the line, and what they need is a person who understands both the product and their business
- That person is you
- Most support jobs are a treadmill: you answer the question, the question comes back, you answer it again
- Here the work compounds
- A good answer becomes an article, the article teaches our AI, and the question stops coming
- We measure which articles resolve and which fail, so you can watch the queue shrink because of something you wrote
- What you'll do • Be the first human a customer talks to, across email, chat, and phone, for individual and enterprise accounts alike • Answer the hard half
- Our AI handles the routine questions; what reaches you is the ambiguous, the technical, and the high-stakes • Write and improve the knowledge base articles that make the AI better and the queue smaller
- We measure which articles resolve and which fail, and we fix the ones that fail • Build real fluency in mortgage and real estate workflows, deep enough to explain our product in the customer's language rather than ours • Take actions that carry weight: refunds, cancellations, and billing corrections in Stripe • Surface product friction to Engineering with enough evidence that it gets fixed, then tell the customer when it ships • Hand inbound leads to Sales cleanly
- Support does not sell, but Support is often the first to touch a future enterprise deal The first 90 days Two things in this job reach customers at scale without a human in between: the knowledge base, which feeds our AI, and our enterprise accounts
- A knowledge base article that is 80 percent right makes the AI wrong for everyone who asks
- So neither one is handed to you on a calendar date
- Both are handed over when you have earned them
- Days 1 to 14
- Product and customer mastery
- Learn what every search does and why a customer would use it
- Read every knowledge source we have
- Study the queue, open and closed
- Start answering emails and chats
- Days 15 to 30
- Triage with ease
- Route what you cannot answer to the right place
- Start taking phone calls, which demand faster answers than anything written
- Day 30
- You can run the inbox alone, handle refunds and cancellations, and walk a customer through troubleshooting without help
- You will run a mock demo of the platform with your manager playing the customer
- Day 60
- You start owning knowledge base articles
- If a customer asks something twice, you write it
- Day 90
- Full coverage, including enterprise, to the white-glove standard those customers expect
- The test that matters: your manager can be offline for a week and nothing breaks
- We would rather ramp you properly than throw you at enterprise in week three and apologize to a customer for it
- The team Two people
- You report to our Customer Support Manager
- She reports to our COO
- That is the org
- You will also work directly with Engineering on bugs and escalations, with Customer Enablement on onboarding, and with Sales on inbound leads
- We are twelve people
- Everyone reaches across
- The stack • Support
- HubSpot for tickets, SLAs, and reporting
- Aircall for phone
- Stripe for billing. • AI
- An AI agent handling first-line resolution, tuned against a knowledge base you will help own. • Product
- The RETR platform: search, lists, exports, alerts, and enterprise account management
- What we're looking for • 1 to 3 years in a customer-facing role, ideally at a B2B SaaS company • Genuine patience and real critical thinking
- Most of what reaches you will not have an obvious answer • You explain the why behind an issue rather than just the fix, because that is what builds trust • Sharp attention to detail in how you document requests, troubleshooting steps, and interactions, plus the instinct to see a problem before it lands • You would rather fix the root cause than close the ticket • Comfort with support tooling and a willingness to learn new systems quickly • Curiosity about AI as a tool you shape, not a threat you resent
- A meaningful part of this job is making the machine better Bonus
- Familiarity with the mortgage or real estate industry, or another regulated and technical field
- How we operate Three philosophies we run by: • Give more than you get. • Lead with value. • Do the right thing
- Five values behind them: Honesty
- Integrity
- Fairness
- Accountability
- Excellence
- You'll love this job if you already operate this way
- If you don't, we're not the right fit for you. “Give more than you get” is the one that shows up most in this job
- It is the difference between answering the question a customer asked and answering the question they were actually trying to solve
- We may not always be able to go the extra mile, but we can always go the extra inch
- What we offer • $52,000 to $58,000 base salary
- National band, no geo-adjustment • Fully remote, US-based • Company-paid medical at 100% of your individual premium • Dental, vision, life, short-term and long-term disability employer-provided • 401(k) with match: 100% of your first 1% plus 50% of your next 5% • 15 days PTO plus 13 paid holidays, including Christmas Eve and the day after Thanksgiving • $100 weekly meal stipend, $100 monthly wellness stipend • Full home office setup: laptop, monitors, camera, peripherals provided What we don't offer • Big-tech RSUs
- We're bootstrapped
- No stock grants. • Bureaucracy
- We're small and we like it that way. • A ticket queue you disappear into
- What you learn from customers reaches the people who build the product, in the same week. • A script to hide behind
- Our customers are people building businesses, not numbers in a queue, and we answer them that way
Required skills
Customer Support
sales