[Remote] Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Snapdocs is transforming the U.S. mortgage market by providing a digital closing platform that connects lenders and title companies. The Operations Specialist will coordinate signing orders, manage customer communications, and resolve issues to ensure a seamless closing experience.

Responsibilities

• Monitor and manage incoming signing orders; review details and special instructions for accuracy and completeness
• Keep order records up to date as changes occur throughout the signing lifecycle
• Apply independent judgment to anticipate potential issues and ensure orders progress smoothly at every stage
• Oversee automated notary assignment and take manual action on hard-to-fill orders, including direct outreach and incentive adjustments when appropriate
• Collaborate with customers to identify flexibility and meet performance targets for assignment speed and fulfillment
• Respond promptly to inbound communications from customers and notaries, providing clear and professional updates
• Escalate urgent matters appropriately and coordinate resolution efforts with internal Support and cross-functional teams
• Make outbound calls to resolve time-sensitive issues quickly and effectively
• Perform follow-up actions when automated reminders are not completed
• Proactively identify risks and intervene to prevent delays or disruptions to the signing experience
• Troubleshoot and resolve common transaction issues; route signing errors and corrections to the appropriate internal teams
• Deliver a positive customer experience even in high-pressure situations

Skills

• High school diploma required
• A minimum of 1–2 years of related customer service experience
• Mortgage, title, or notary industry experience required — a foundational understanding of closing transactions and signing standards is essential to success in this role
• Strong written and verbal communication skills
• Ability to learn and navigate new computer system applications

Benefits

• Excellent medical, dental, and vision coverage
• 401(k) with up to 4% company match
• 16 weeks of paid parental leave
• Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles
• Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles
• Summer & Winter Break (~1-week each) + 9 Holidays per year
• Healthcare and Dependent Care FSA
• HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)
• $15K Family Building Benefit (lifetime limit)
• Life and Disability Insurance
• $1,500 Annual Lifestyle Stipend to support your well-being

Company Overview