Customer Service Representative (Phone Support)

About the role

ARIVE is a high‑growth software startup redefining digital mortgage originations by building the industry’s first Wholesale Originations Marketplace. This full‑time, salaried position is 100% remote (candidates must reside in the continental United States). As a Customer Service Representative you will provide frontline phone support to users, act as the initial phone support representative for ARIVE clients and users of the ARIVE software, assisting with general use questions, basic troubleshooting, and proper routing of support escalations and sales inquiries.

Responsibilities

• Act as an initial point of contact for phone inquiries, addressing what can be addressed on the phone and properly routing tasks which should be addressed by other teams.
• Provide top‑tier customer support while managing call volume and communicating relevant information when rerouting traffic.
• Stay current on major system features, client use cases, marketing materials, and event schedules to competently discuss them and answer related questions on calls.
• Review voicemails for callback opportunities and reroute callback responsibilities to the appropriate parties.
• Adaptively navigate team and company protocols to best address or divert client calls efficiently.
• Maintain records and awareness of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points.

Requirements

• Minimum 2+ years of relevant customer support experience, including phone support.
• Experience working in the mortgage industry is strongly preferred.
• Ability to communicate well over the phone in English, including calming difficult clients and communicating complex information verbally.
• Calm demeanor and people skills, with the ability to maintain that demeanor under stress.
• Self‑motivated, willing to learn, practice or rehearse in the software system, and to independently research.
• Ability to thrive in an unstructured, fast‑paced environment and efficiently manage time while balancing priority and quality versus quantity.
• High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
• Prior experience speaking with business owners and executives, as well as relationship management experience, are a plus.

Pay

The annual salary range for this full‑time position is $45,000 – $55,000 (exact compensation may vary based on skills, experience, and location).

Benefits

• Medical, Dental and Vision Insurance
• 401(k) Plan with employer match
• Generous Paid Time Off (PTO)
• Endless learning opportunities in a fast‑paced, growth‑mode startup