Customer Support Analyst

About The CompanyARIVE is a rapidly growing software startup dedicated to transforming the digital mortgage industry. By pioneering the industry's first Wholesale Originations Marketplace, ARIVE connects independent loan originators, lenders, borrowers, referral partners, credit providers, and settlement service providers into a unified, seamless platform. This innovative approach streamlines the mortgage origination process, enhances collaboration, and accelerates loan approvals, offering a significant advantage to stakeholders across the industry. As a forward-thinking organization, ARIVE fosters a dynamic, collaborative, and inclusive environment where innovation and customer-centric solutions are at the forefront of its mission.About The RoleThe Customer Support Analyst at ARIVE plays a vital role in ensuring our clients receive exceptional support and guidance while using our cutting-edge platform. This full-time, remote position requires an intelligent, articulate, and proactive individual who can troubleshoot, resolve, and escalate customer issues efficiently across multiple communication channels including email, social media, web, phone, and chat. The successful candidate will serve as the first point of contact for users, providing technical assistance, feature education, and gathering feedback to improve the platform. Working closely with technical and product teams, the Customer Support Analyst helps to maintain high customer satisfaction, foster product adoption, and contribute to continuous improvement initiatives. This role offers an exciting opportunity to be part of a high-growth startup environment, making a meaningful impact in the mortgage technology space.QualificationsBachelor’s degree preferred; high school diploma or equivalent requiredMinimum of 2+ years of experience in customer support or related rolesExperience in the mortgage industry is requiredStrong analytical, problem-solving, and troubleshooting skillsExcellent communication skills, both written and verbalSelf-motivated with a proactive learning attitudeAbility to manage multiple priorities in a fast-paced environmentHigh integrity and commitment to customer relationshipsExperience with web-based software, JavaScript, SQL, or related technical areas is a plus but not requiredResponsibilitiesAct as the primary contact for customer inquiries via support channels including chat, email, phone, and social mediaProvide prompt and professional assistance, troubleshooting technical issues and guiding users through platform featuresEscalate complex issues to technical or product teams with detailed reports and documentationMaintain and update internal and external knowledge bases, including FAQs, how-to guides, and video tutorialsAssist in identifying bugs and usability issues, supporting testing and feedback collectionGather and relay customer feedback to inform product development and enhancementsSupport internal teams during demos, webinars, and training sessions as neededPrioritize support requests to ensure timely resolution and high customer satisfactionStay updated on platform updates, industry trends, and best practices to provide accurate supportBenefitsCompetitive salary range of $45,000-$60,000, commensurate with skills and experienceMedical, Dental, and Vision Insurance Benefits401(k) plan with employer matching contributionsGenerous Paid Time Off (PTO) policyOpportunities for professional growth and learning within a fast-paced startup environmentFlexible remote work arrangement, based in the USEqual OpportunityARIVE is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.