Phone Support Customer Service Agent at Arive

ARIVE is a fast-growing software startup transforming the digital mortgage origination industry.

The company is developing the industry’s first Wholesale Originations Marketplace, a unified platform that connects independent loan originators, leading lenders, borrowers, referral partners, credit providers, and property and settlement service providers to simplify the loan origination process.

ARIVE is looking for a motivated, articulate, and customer-focused Customer Service Representative to provide frontline phone support to its users.

In this role, you will join a diverse team of problem-solvers and play an essential part in delivering timely, high-quality customer support for ARIVE’s lending platform.

This is an opportunity to contribute to an innovative technology company, build meaningful customer relationships, and grow professionally in a fast-paced environment.

Job Overview

ARIVE supports its customers through multiple communication channels, including live chat, email, phone, and social media.

As a Customer Service Representative, you will primarily handle incoming phone inquiries from clients and software users.

Your responsibilities will include answering general questions, providing basic technical assistance, directing complex issues to the appropriate teams, and routing sales inquiries to the relevant departments.

Although the position is fully remote, applicants must be based within the continental United States.

Key Responsibilities

• Serve as the first point of contact for incoming phone inquiries, resolving customer concerns whenever possible and directing other requests to the appropriate teams.
• Deliver excellent customer service while managing call volumes efficiently and ensuring smooth communication when transferring inquiries.
• Develop a strong understanding of ARIVE’s software features, customer use cases, marketing materials, and event schedules to provide accurate information to callers.
• Monitor voicemail messages, identify opportunities for callbacks, and assign follow-up responsibilities to the appropriate team members.
• Follow company procedures and adapt to changing priorities to ensure customer inquiries are handled efficiently.
• Track call volumes and common customer concerns to help identify recurring issues, improve support processes, and address user challenges proactively.
• Maintain positive customer relationships while ensuring inquiries are handled professionally and promptly.

Qualifications and Requirements

The ideal candidate will be eager to learn the mortgage industry’s complexities and apply that knowledge to resolve customer service and technical challenges.

You should be able to communicate clearly, remain composed under pressure, and build strong relationships with customers.

Required qualifications include:

• At least two years of relevant customer support experience, including direct phone support.
• Strong verbal communication skills in English, with the ability to explain complex information clearly and professionally.
• Excellent interpersonal skills and the ability to manage difficult customer interactions calmly and effectively.
• A willingness to learn new software, practice using company systems, and independently research solutions.
• Strong self-motivation and the ability to work independently in a fast-paced, evolving startup environment.
• Effective time-management skills and the ability to balance competing priorities without compromising service quality.
• High integrity and a genuine commitment to customer satisfaction and company success.

Preferred qualifications:

• Previous experience in the mortgage industry is strongly preferred.
• Experience communicating with business owners, executives, or other senior professionals.
• Background in customer relationship management.

Salary and Benefits

ARIVE offers a competitive compensation package and opportunities for professional development, including:

• Annual compensation: $45,000–$55,000 for the first year, with exact compensation depending on skills, experience, and location.
• Medical, dental, and vision insurance.
• A 401(k) retirement plan with employer matching.
• Generous paid time off (PTO).
• Opportunities to learn, develop new skills, and grow within a fast-paced, expanding technology startup.

Important Location Requirement

This is a 100% remote position, but it is not open to applicants worldwide. Candidates must reside within the continental United States to qualify.