Ribbon
We're on a mission to make homeownership achievable.
New York, NY
Remote

Product Support Representative at Ribbon

| Remote
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Who are we?

At Ribbon, we believe homeownership should be made achievable for all. As a first of it's kind homeownership company, Ribbon empowers everyday home buyers and sellers to compete for their future home on a level the playing field with high-net-worth individuals and Wall Street investors – and we support agents, brokerages, and lenders create confidence and certainty for clients through powerful financial products and digital workflow software.

Making homeownership achievable is at the heart of all we do - and we live out that purpose every day through our core values:

Set New Standards. Our mission requires a new way forward. We start from first-principles to be different, creative and bold. Big or small, we create new norms.  

Build Together. We are one team, one mission, creating vibrant communities of belonging. We unite in our passion and collaborate with optimism, integrity and trust.

Learn, Teach, Grow. In service of delivering a world class experience, we actively learn from our community, educate others, and celebrate the victories and struggles that come along the way.

Your team:

Ribbon’s Product Support team helps home buyers and agents leverage our technology products to make and collaborate on winning home offers. This role provides critical assistance to customers navigating our product and troubleshooting any issues they encounter. Our team brings a “customer-first” attitude to help make homeownership achievable for everyone.

How you'll help make homeownership achievable:

  • Answering and resolving questions from real estate agents and homebuyers regarding Ribbon’s programs, addressing their objectives and/or routing them to the appropriate point of contact 
  • Troubleshooting and providing technical assistance for our apps and other products, communicating with internal stakeholders and providing appropriate follow-up to the client
  • Working closely with the product and engineering teams to develop documentation on expected usage and customer use-cases
  • Regularly triaging issues with product and engineering where customers have the most difficulty
  • Working with operations to implement a solution to engage and track customer service issues
  • Adhering to SLAs and customer engagement models
What we're looking for:
  • Experience in customer & product support, preferably at technology companies
  • Experience working with ticketing systems (Zendesk, Zoho, etc.)
  • A customer-centric attitude—someone who loves working with customers and helping them resolve their problems
  • Great written communication and organizational skills
  • An understanding of flexible work schedule and week
Bonus Points:
  • Experience in a Startup environment
  • Real Estate experience
What we offer:
  • Health, dental, and vision insurance
  • Flexible, unlimited vacation
  • Fully paid parental leave
  • Regular team lunches 
  • Health + wellness stipend 
  • Company-sponsored TalkSpace membership
  • 401(k)
  • Commuter benefits
  • FSA + HSA
  • Learning + development stipend
  • Meaningful equity in the company

Even if you don’t meet all the requirements, we encourage you to apply! If you’d be excited to show up for work each day, we’d be excited to have you on our team. 

Here at Ribbon we embrace our differences and thrive off of the creativity they produce. It’s how we break new ground. As we scale and we help families from every walk of life, the team we build must be reflective of the diverse communities that we serve. Together, we’ve built and will continue to grow, a diverse and inclusive culture where everyone has a seat at the table and the space to be their most authentic self. Ribbon is an Equal Opportunity Employer and we support, celebrate, and cherish all the things that make our teammates who they are.

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Where we are

We're nestled between Union Square and Flatiron, with easy access to nearby bars, restaurants, parks, and a majority of subway lines.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • FigmaDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • DocuSignCRM
    • HubSpotCRM
    • SalesforceCRM
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What are Ribbon Perks + Benefits

Ribbon Benefits Overview

We're proud to offer our teammates:

- Market-leading compensation: we offer market-leading compensation for our talented team
- Generous equity: you deserve a fair share for the value you put into building the company
- Flexible vacation: we trust our team to take the time they need to be their best selves. We don't track days off!
- Healthcare coverage: we’re got you covered for most of your medical, dental, and vision insurance
- Team off-sites: we like to spend quality time together to continue to learn and celebrate
- Team lunches: remote or not, we offer frequent opportunities to share a meal with teammates
- Education subsidies: there is no such thing as too much learning

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
We have a dedicated #fitness Slack channel and a ton of great studios near the office! Rumble, Flywheel, and rock climbing are some favorites at Ribbon.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

An Insider's view of Ribbon

How do you collaborate with other teams in the company?

Collaboration is a huge part of working at Ribbon. My team works closely with growth and ops throughout the product development lifecycle, from gathering feedback on initial product ideas to announcing new feature releases. We work with Design to build out new products and cross functionally with the Platform team on tech challenges.

Nicole

Senior Engineering Manager

How does the company support your career growth?

Ribbon has been an incredible place to grow! Managers are committed to giving real time feedback and take initiative to have career discussions. Ribbon also offers monthly promotion opportunities so our team is promoted in real time versus waiting 6+ months for reviews.

Hannah

Talent Strategy & Operations

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