Associate Customer Support Engineer

Who you are: You have 2+ years of Customer Service experience under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience. Does this sound like you... If so, keep reading and apply today! What you’ll do: • Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone • Compose thoughtful, personalized responses for a variety of customer requests • Triage incoming requests and spot trends in customer issues to flag for the rest of the team • Make active contributions to help achieve team goals and successes • Frontline support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature What you have: • Passionate about customer support and about the role it plays in making a customer-centric team successful • Ability to communicate technical problems in a elegant and tactful way • Strong communication and writing ability • Empathy, diplomacy, tact, and poise under pressure when working through customer issues • Team player - works well with others in a collaborative environment • Shift Requirements: Ability to begin shift at 6am ET • Nice to Have: Mortgage Industry Experience - Lock desk, Underwriting, Processor • Nice to Have: Technically Oriented - API, Postman, Kibana, JIRA, etc • Must Have: PPE/Lock Desk or Mortgage Tech experience Why join Polly? • We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates • We have an experienced leadership team that previously built large and impactful platforms • Outstanding opportunity for professional growth and upward mobility • Direct engagement with the decision makers and senior business leaders • Competitive salaries • 100% paid medical/vision/dental/disability/life insurance • Flexible vacation • Remote environment Let’s get to know each other. Polly has revolutionized the mortgage industry with its modern, data-driven capital markets ecosystem. Banks, credit unions, and mortgage lenders nationwide trust Polly’s Product and Pricing Engine (PPE), Loan Trading Exchange, actionable data and analytics, and advanced AI/ML to automate and optimize the entire capital markets value chain, helping their secondary teams operate faster, smarter, and more profitably. Polly was founded in 2019 by a seasoned team of technology and mortgage experts and is headquartered in San Francisco, California. To learn more, follow Polly on LinkedIn or visit www.polly.io. Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records