Customer Success Representative

2 weeks ago

Vancouver, Canada Lendesk Full time

**About Lendesk**

We’re a financial technology company on a mission to make the mortgage experience easy, accessible, and transparent. Our flagship product is an advanced digital mortgage origination platform that connects borrowers, brokers, and lenders. We’re a fast-growing team of 50+ employees, composed of innovative and engaged individuals working collaboratively to deliver a unique digital home buying experience.

**What We Offer**

In addition to the exciting work, great people and a fun and supportive culture, we offer an extensive benefits and perks package:

- Competitive salaries
- Comprehensive benefit plan including dental, medical and vision
- Remote first, work from where you are in Canada
- Budget to improve your home office set-up
- Flexible work hours
- The latest in hardware and software tools
- Budget for continuous development and training
- Stock purchase program in our parent company (“_NYSE:RKT”)_

**Job Overview**

Reporting to the Director of Customer Success, the **Customer Success Representative - Mortgage Specialist** is a key role that involves collaborating with developers, product managers, and users to identify challenges and assist in developing effective solutions. This individual will be at the center of critical discoveries, bridging communication across Lendesk teams and directly with clients to ensure seamless lender submissions.

This position focuses on supporting the **Lender Spotlight** platform by maintaining up-to-date lender policies and accurately processing rate changes. It also includes engaging in sales activities such as webinars, demos, and sales calls to showcase our products to potential and current clients.

**Responsibilities**
- Manage inbound user calls, chat requests, and billing inquiries, ensuring a high level of customer satisfaction.
- Provide daily support to users of various Lendesk products, answering questions, analyzing problems, and delivering solutions to remove customer barriers.
- Conduct sales calls, webinars, and demos to present Lendesk products, effectively engaging with clients to drive adoption and satisfaction.
- Support customers and the customer success team in reducing the frequency of issues requiring escalation to development teams.
- Communicate effectively with end-users, colleagues, and management to resolve issues promptly and maintain satisfaction.
- Serve as a mortgage process-trained representative, empowering non-specialist customer success representatives and raising the quality of mortgage-related support.
- Maintain detailed records of customer interactions, troubleshooting activities, and solutions, along with any additional actions required by management or development teams.
- Stay informed on mortgage industry trends by reading trade publications.
- Ensure timely and accurate lender rate and policy updates for **Lender Spotlight.**:

- Develop training materials, help documentation, and troubleshooting guides to support both customer success personnel and end-users.
- Collaborate with development and product teams to set goals and objectives for product improvements and upgrades and act as the CS representative and as a liaison between product and the Director of CS.
- Identify and implement new processes to enhance efficiency, improve customer satisfaction, and reduce costs.

**Skills & Experience**
- Customer Support/Success experience within a SaaS environment is not required but considered an asset.
- Proven experience conducting sales calls, webinars, and product demos, with the ability to engage clients and drive results.
- Bachelor’s degree or diploma preferred.
- Mortgage industry experience (broker, underwriter, mortgage assistant, or equivalent) required.
- Experience with client-facing CRM systems; knowledge of **Intercom** is an asset.
- Bilingual in French and English is an asset but not required.
- Excellent verbal and written communication skills.

This position offers the opportunity to make a meaningful impact on the success of Lendesk products and our customers while helping to shape the future of the mortgage industry.

Lendesk is committed to offering competitive salaries to all our team members. This role has a salary range of $48,500 - $78,500 CAD which accounts for the skills you’ll bring to the team, the impact you’ll have on the business, and the growth you’ll experience in the role. Throughout your time at Lendesk we’ll continue to have conversations about your career development and you’ll have the opportunity to build an amazing career with us.

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