Customer Support Representative

About the job

Real estate payments are broken. Agents front cash. Vendors wait months. Sellers hesitate to invest in their homes.

Titus fixes that.

We’re building the financial infrastructure layer for real estate — payments, pay-at-close solutions, and embedded financing products that help service providers get paid upfront while homeowners pay over time.

We just hit more monthly revenue than we did in seven years at our last startup. Now we’re scaling — and support has to scale with us.

Overview

We’re hiring two full time Customer Support Managers to own all Tier 1 support and build a world-class frontline experience.

This is not a call center role.

This is a systems-building role.

You will:

• Own all Tier 1 inbound support (email, chat, and potentially phone)
• Respond quickly, clearly, and professionally to businesses and homeowners within our 1 hour SLA
• Triage and escalate issues to underwriting, compliance, engineering, or Tier 2
• Track response times, resolution rates, and recurring issues
• Identify patterns and proactively recommend product or process improvements
• Help design SLAs and support workflows that scale

You are:

• 5+ years in customer support
• Experienced handling financial products and sensitive customer conversations
• Ideally also experienced in and around US real estate transactions or lending operations
• Extremely organized and process-oriented
• Comfortable working inside tools like HubSpot, Intercom, Zendesk, or similar
• Confident writing clear, professional English
• Calm under pressure and good at de-escalating
• Proactive — you fix root causes, not just tickets
• Understand basic risk signals and flags
• Comfortable overlapping at least 4 hours daily with US Eastern Time

What success looks like:

• Fast first-response times
• Clear escalation pathways
• A growing internal knowledge base
• Fewer repeat tickets
• High customer satisfaction

Salary and hours

• You will be expected to work one full weekend day and 4 days during the workweek
• Between our two new tier 1 support reps we want to have M-F coverage 9-9 ET and Weekend coverage 9-5 ET
• $10 / hour full time