Customer Support Analyst

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Full-time

100% Remote

ARIVE is a high-growth software startup that is redefining digital mortgage originations by building the industry's first Wholesale Originations Marketplace, which connects independent loan originators, lenders, borrowers, referral partners, credit providers, and settlement service providers into one seamless loan origination platform.

ARIVE is seeking an intelligent, well-spoken, and ambitious Product /
Customer Support Analyst to provide top-tier frontline support to our customers by investigating, troubleshooting and resolving customer issues across multiple channels (email, social media, web, phone and/or chat). You will be part of our diverse team of problem solvers and play a critical role in ensuring accelerated adoption of ARIVE's world-class originations platform. Working here means you get to do work that creates a meaningful, sustainable impact surrounded by the very best people.

You will be a primary and initial support resource for ARIVE clients and users of the ARIVE software, assisting users with general use questions, troubleshooting, feature education, feature requests, and similar. This is primarily a remote position and candidates must be located in the US.

Role and Responsibilities

• Act as an initial point of contact for most user inquiries, addressing them and delegating or escalating tasks as needed to other teams.
• Provide top-tier customer support through available channels, managing support volume and prioritizing incoming requests. Channels include:
• Instant Support Chat
• Emailed Support Tickets
• Phone Calls
• Social Media Posts
• Screen Sharing Meetings
• Serve as a subject matter expert in ARIVE's system features; maintain knowledge of system updates, marketing materials, and internal documentation.
• Assist in maintaining internal and external knowledge base content (written and video), such as FAQs and feature articles.
• Assist in bug detection, troubleshooting, and escalation via testing and detailed reports to technical teams.
• Gather and relay client feedback, capturing relevant details such as business needs and impact.
• Support internal inquiries raised during demos or webinars as needed.

Things We Look For

The ideal applicant will quickly learn the complexities of the mortgage industry on the job and apply knowledge to solving business and technical problems, while maintaining strong client relationships even under pressure.

• Bachelor's degree strongly preferred, high school diploma or equivalent required.
• Minimum of 2+ years of prior experience in customer support or similar roles. Experience in the mortgage industry is required.
• Self-motivation, strong analytical and problem-solving skills, attention to detail, and the ability to communicate complex information clearly.
• Willingness to proactively learn and practice in the software system, and independently research.
• Ability to thrive in a fast-paced, unstructured environment and manage time effectively.
• High integrity and commitment to customer relationships and company success.
• Calm demeanor and good people skills under stress.
• Experience speaking with business owners/executives and relationship management is a plus.
• Technical background in web-based software, JavaScript, SQL, or related areas is not required but may be beneficial.

What We Offer

• Salary range for this full-time position is $45,000-$60,000 (compensation varies by skills, experience, and location)
• Medical, Dental and Vision Insurance Benefits
• 401(k) Plan (with employer match)
• Generous PTO
• Opportunities for learning in a fast-paced startup environment

Note:

ARIVE is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Location

Remote (US-based)