Customer Service Representative; Phone Support

Remote & Compensation

100% Remote (must reside in the continental United States)

Full‑time / salaried position. First‑year total annual compensation: $45k – $55k + Benefits + PTO.

ARIVE is a high‑growth software startup redefining digital mortgage originations by building the industry's first Wholesale Originations Marketplace. It connects independent loan originators, leading lenders, borrowers, referral partners, credit providers, and property & settlement service providers into one seamless loan origination platform.

We are seeking an intelligent, well‑spoken, and ambitious individual to provide frontline phone support to our users. You will play a critical role in ensuring accelerated customer service and support of our world‑class lending platform.

Support is provided through channels including instant chat, email, phone, and social media platforms. You will act as the initial phone support representative for ARIVE clients and users of the ARIVE software, assisting users with general use questions, basic troubleshooting, and routing of support escalations and sales inquiries.

• Serve as the initial point of contact for phone inquiries, addressing what can be addressed on the phone and properly routing tasks to other teams.
• Provide top‑tier customer support while managing call volume and communicating relevant information when rerouting traffic.
• Stay up to date on major system features, client use cases, marketing materials, and event schedules to competently discuss them and answer related questions.
• Review voicemails for callback opportunities and reroute callback responsibilities to the appropriate parties.
• Navigate team and company protocols adaptively to best address or divert client calls efficiently.
• Maintain records of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points.

The ideal applicant will quickly learn the complexities of the mortgage industry on the job and actively apply that knowledge to solve business and technical problems while building and maintaining strong positive client relationships, even under pressure.

• Minimum 2+ years of relevant customer support experience, including phone support.
• Experience working in the mortgage industry is strongly preferred.
• Excellent verbal communication in English, including calming difficult clients and conveying complex information.
• Calm demeanor and strong people skills, able to maintain composure under stress.
• Self‑motivation, willingness to learn, practice or rehearse in the software system, and independently research.
• Ability to thrive in an unstructured, fast‑paced environment and manage time efficiently while balancing priority and quality.
• High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
• Prior experience speaking with business owners and executives, and relationship management experience, are a plus.

• Annual salary range for this full‑time position: $45,000 – $55,000 (compensation may vary based on skills, experience, and location).
• Medical, Dental and Vision Insurance Benefits.
• 401(k) Plan with employer match.
• Generous PTO.
• Endless learning in a fast‑paced, growth‑mode startup.
• Please do not contact employees or ARIVE support directly to inquire about this or other career opportunities.

ARIVE is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.