Support Specialist

# Support Specialist, Client Delivery Rotation

**Location:** Remote, US only
**Type:** Full-time
**Shift:** 12:00 PM to 6:00 PM PT (3:00 PM to 9:00 PM ET). The hours can move.

## About HomeVision

HomeVision is building the next generation of AI-powered software for the $13 trillion mortgage industry. Our platform, MIRA, automates the manual, costly, and error-prone review of documents. By automating these tasks, we help lenders close loans faster and with less friction, which saves borrowers time, money, and stress. We have already transformed appraisal operations for the country's top lenders, cutting review times by over 75%, and are now aggressively expanding to cover the entire loan file. We are a well-funded startup backed by Initialized Capital and NVP Capital, looking for builders who want to solve hard problems.

## The role

You cover a support shift while building a customer facing career.

Support is one half of the job. Clients write in and you answer them. You solve what you can and hand off what you can't. You are usually the first person to find out when something in the product is broken.

The rotation is the other half. You work on four teams in our client delivery organization: client delivery, policy, sales, and solutions engineering. Four months on each. You do that team's work while you are there.

Once through the rotation, you'll land in a permanent position.

At HomeVision we like working with smart, curious, and kind people who enjoy real responsibility. We value low ego, high ownership, and clear communication. We learn from one another, give direct feedback, and prioritize doing right by each other and our customers.

## What you will do on support

- Answer client questions quickly, and treat every client the same way
- Reproduce a problem yourself, then write down the steps so an engineer can fix it without asking you questions
- Keep working an issue until it is closed
- Update clients on slow issues before they ask
- Say something when the same problem shows up more than once
- Keep the list of open bugs up to date
- Let the client delivery specialist know when a client's questions change

## What you will do on rotation

You spend at least four months on each team, doing their work.

**Client delivery.** Help run a client implementation. Join quarterly business reviews. Build project plans and train clients.

**Policy.** Learn how we set up a client's review rules. Test rule changes against their old files. Write the notes a client reads when a rule changes.

**Sales.** Join sales calls and demos. Learn what customers ask before they buy, and answer what you can.

**Solutions engineering.** Set up trial accounts. Learn how we connect to the software our clients use. Build demos.

We'll pick your rotation order with you.

## What you will bring

No mortgage experience needed. You don't need to have done this job before.

- You are comfortable with technology. A degree in something like computer science, data science, information systems, engineering or finance counts. So does a job where you figured out how the systems worked
- You can read a log file, a data record, or a settings screen and figure out what is wrong. You won't be writing code
- You write clearly, including when a client is upset
- You want to understand why something broke
- You use Claude or ChatGPT in your work
- You can handle a steady stream of questions
- You can work the shift listed above
- A bachelor's degree, or experience we can talk through

Experience in mortgage or software helps. It is not required.

## How you will be measured

How quickly you answer, how long issues stay open, and how many you handle a day. On rotation, the same measures as the team you are on.

## What we will offer you

- $20.00 to $24.00 per hour, depending on experience. This role is non-exempt and eligible for overtime
- Meaningful equity
- Medical, dental, and vision coverage
- 401(k) plan with company match
- Parental leave (maternity and paternity)
- Flexible vacation policy
- Support for continuous learning and development
- A permanent position once you're through the rotation

This position is not eligible for visa sponsorship.

## To apply

Apply through this posting. If you'd rather email us, send a note to jobs@homevision.co and include:

- This role's title in the subject line
- A sentence or two about why you're interested in HomeVision
- A resume (link or PDF) and a link to your LinkedIn profile

We look forward to hearing from you.

*We are a globally distributed team committed to building a diverse and inclusive workplace. Even if your experience is not a perfect match with this job description, we encourage you to apply.*