Customer Support Specialist (Part time)

Truework is on a mission to create trust in every financial transaction. Our core product, Truework Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and the like. We are disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. We handle hundreds of thousands of income and employment verifications every month, and continue to grow our market share in the mortgage lending and tenant screening markets.

We are looking for a part-time Customer Support Specialist to join our team! As a Customer Support Specialist at Truework, you will play a key role in helping us deliver our verification product to our customers. Our operations and support team sits between our customers and back-end platform, playing a critical role in delivering a best-in-class experience to the hundreds of thousands of unique users our product and web application serves each month.

In this role you will be the voice of Truework, communicating directly with customers, consumers, and respondents to ensure a seamless verification process. Your role will involve active listening, reading, and analyzing communications in detail to understand the “why” behind each request to deliver efficient and thoughtful solutions. Success in this role requires clear and effective communication, strong multitasking abilities, and the capability to quickly learn and adapt to multiple technical platforms. We value team members who bring attention to detail, creative problem-solving skills, and curiosity to their work.
Responsibilities

• Independently resolve a high volume of inbound tickets across phone, email, and chat channels, meeting SLAs while delivering exceptional service.
• Troubleshoot technical issues and provide clear, actionable solutions to customers.
• Conduct proactive customer outreach initiatives to minimize recurring issues and improve overall satisfaction.
• Navigate multiple systems simultaneously to maintain a reliable and efficient workflow, taking full ownership of your results.
• Adhere to internal procedures to ensure exceptional customer service and compliance with regulatory standards.
• Communicate effectively with internal teams and customers, gathering and sharing all necessary information to support Truework platform users.
• Escalate ambiguous issues to the appropriate teams for timely resolution.
• Continuously improve the income and employment verification process by identifying bottlenecks and suggesting improvements.

This is a part-time position. The work schedule for this role is between 5-6 hours per day Monday through Friday, within the 6:00 AM to 2:00 PM Pacific Standard Time window.

Our Customer Support Specialists work 100% remotely from home, and a reliable high-speed internet connection is required.
You may be a fit for this role if you

• Bring at least 2 years of experience providing technical support in a high-volume call center or similar environment.
• Are committed to delivering a world-class customer experience with professionalism and empathy.
• Excel at self-management, consistently meeting deadlines and producing high-quality work.
• Can navigate through multiple systems using a simple set of instructions.
• Uphold the highest standards of organization, efficiency, and attention to detail.
• Stay resilient and maintain composure under pressure.
• Have excellent verbal and written communication.
• Are highly disciplined, adept at managing multiple tasks, and detail-oriented.
• Enjoy following structured processes and proactively identifying opportunities for improvement.
• Adapt quickly to change, driven by a strong work ethic and motivation to succeed.
• Prioritize security in your personal and professional lives. We handle sensitive personal data and put security above all else when making critical business decisions.

Would be nice to have

• Spanish language fluency
• Experience working for a startup or similar environment