Product Support Specialist
Better is redefining homeownership and making it simpler, faster—and most importantly—more accessible for everyone. We leverage creative technology and innovation to make the homebuying journey more approachable and understandable. Here are some interesting facts to help you get to know Better:
- Right now we’re funding over $3 billion in home loans per month
- We’ve funded over $14 billion in loans and $3.5 billion in insurance
- We ranked #1 in the U.S. on LinkedIn's Top Startups 2020
- We ranked #11 on Fortune’s Best Places to Work in Financial Services 2020
- Our Founder and CEO was named in Comparably's Top 25 CEOs for Diversity
- We were listed to Forbes’ FinTech 50 2020
- And #15 on the 2020 CNBC Disruptor 50
- We’ve secured over $254 million from our investors to date
Our company is made up of driven, passionate people who bring their unique backgrounds and perspectives to everything we do. We are committed to fostering diversity, multiculturalism, and inclusion. We encourage individual potential rather than years of experience. We see the value in each person’s perspective, and recognize their talents, regardless of what the market says. We believe it’s important to nurture a company culture that encourages curiosity and passion—from employee resource groups and learning opportunities to team outings and community outreach.
A Better opportunity:
Better is looking for a hardworking Product Support Specialist in New York City (or Charlotte, NC). In this position, you will be providing outstanding support for >5000 users of our internal software and tools. You're a great match if you possess phenomenal communication, problem-solving and analytical skills, are driven to help co-workers and have the ability to dive deep into a new product to learn it inside and out.
Depending on acumen and performance, this role can serve as an entry point to the product, QA, or engineering teams.
Responsibilities include:
- Respond to and resolve tickets and questions from internal users
- Provide exceptional service to internal users, excelling in empathy and ownership
- Speak with users about technical issues in a way they can understand
- Collaborate with multiple teams, serving as an escalation point, as well as investigate and troubleshoot various product and third party problems
- Work cross-functionally with Product, Engineering, and other teams to ensure resolution of issues
- Call out repeat issues to our product and engineering teams using pattern recognition and prioritization
- Propose and execute improvements to our process, product, and knowledge base
- Mentor and develop other members of the support team
About you:
- Experience with or desire to learn technical basics to partner optimally with Better's engineering team to resolve issues.
- Excellent written and verbal communication skills in English
- Solutions oriented problem-solving and critical thinking abilities
- Self-starter and excited to work in a constantly evolving environment
- Highly motivated with a strong work ethic and good judgement
- Strong interpersonal skills - you care about people and are passionate about helping others!
Things we value:
- Curiosity. Why? How? Repeat.
- Relentlessness. No one here gives up. We try. We fail. We try again.
- Passion. If you don’t get excited about homeownership, mortgages, and real estate, it simply won’t work.
- Smarts: book and street. We have to use all the tools at our disposal to build Better.
- Empathy and Compassion. You understand that people's biggest dreams are in your hands.
- Communication. Can you ask for help or put your hand up when you don’t understand?
- Building. Doing. Making. Yes, we do a lot of thinking and talking to figure this stuff out, but you can’t wait to leave the conversation and build it.
The Better mission is rooted in values that drive us.
- We do what’s in the best interest of the consumer, not ourselves
- We have growth mindsets, not fixed ones
- We believe that success lies in execution, not credentials
- We act like owners, not just employees
- We work to find answers on our own, not wait for them to be given to us
- We optimize for mission, not ego
Our mission speaks for itself—we continue to outpace the industry at every turn. We’ve joined forces in partnership with Ally Bank, and our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, American Express, Citigroup, Activant Capital, Ally Bank, and others have invested in our vision for what homeownership can be.
Better Benefits & Compensation
Our total rewards package consists of base salary, equity, benefits, and opportunity for yearly cash bonus. Some of our benefits include:
- Comprehensive healthcare, retirement, and voluntary benefits. Think medical, dental, vision, savings accounts, 401k, and more.
- Personalized care and tools for realizing your mental health and wellness goals
- Robust wellbeing offerings that allow you unlimited access to virtual fitness, meditation, yoga, cooking classes, homeschooling preparedness, physical therapy, and more.
- Unlimited time off (with manager approval)
- 12 weeks of paid parental leave after 90 days of employment, and 20 weeks after 24 months of service.
- Inclusive fertility benefits for you or your eligible dependents, regardless of participation in a Better medical plan.
Better is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to [email protected]. All employment decisions at Better are based on a person’s merit, business needs, and role requirements.