Customer Support amp Project Coordinator (Remote)

📋 Description

• • Serve as the first and most trusted voice for thousands of homeowners, real-estate professionals, and internal partners who rely on First American’s digital products every day. You will own the end-to-end customer support experience for two high-impact areas: homeowner-facing web and mobile experiences and the enterprise-wide authentication platform that secures every login across the company. From password resets to complex product bugs, you will triage, investigate, and resolve issues with empathy and precision, turning frustrated users into loyal advocates.
• • Build and maintain a living knowledge base of customer pain points, feature requests, and edge-case scenarios. By spotting patterns in Zendesk tickets, Jira backlogs, and Slack threads, you will translate anecdotal feedback into quantifiable insights that Product Managers use to prioritize roadmap items. Your weekly trend report will directly influence sprint planning and quarterly OKRs.
• • Act as the air-traffic controller for multiple concurrent projects. You will draft and update project charters, timelines, risk registers, and dependency maps in Confluence and Jira, ensuring every task has a clear owner, due date, and definition of done. When priorities shift—as they often do in a 135-year-old company undergoing digital transformation—you will re-sequence work, negotiate trade-offs, and keep stakeholders aligned without drama.
• • Run the weekly “support-driven intake” ritual: gather new requests from customer success, legal, compliance, and engineering; score them for customer impact, technical effort, and business value; and slot them into the appropriate backlog. You will shepherd each item from initial ask through QA sign-off, ensuring nothing falls through the cracks.
• • Produce crisp, visually digestible status updates for VPs and directors who need to green-light releases. Your slide decks and one-page briefs will distill complex technical work into plain language, highlighting wins, blockers, and next steps so leaders can make decisions in minutes, not hours.
• • Champion a culture of continuous improvement. Whether it’s redesigning the ticket escalation flow, automating repetitive responses, or piloting a new SLA dashboard, you will experiment, measure, and iterate—always with the goal of shaving minutes off resolution time and adding delight to the customer journey.
• • Collaborate across time zones and cultures. You will join daily stand-ups with engineers in India, weekly syncs with product designers in California, and monthly retros with customer success managers in Texas. Your ability to translate technical jargon into human language—and vice versa—will make you the linchpin of cross-functional teamwork.
• • Uphold First American’s 135-year reputation for trust and integrity. You will handle sensitive homeowner data, financial records, and proprietary algorithms with the utmost discretion, following SOC 2 controls and Fair Chance Ordinance guidelines to the letter.
• • Embrace remote-first flexibility while staying deeply connected. You’ll work from your home office (or coffee shop, or co-working space) yet feel part of the family through virtual trivia nights, quarterly hackathons, and an always-on Slack culture that celebrates wins, pets, and weekend adventures alike.
• • Grow a career, not just a job. Within 12–18 months, high performers have transitioned into Product Owner, Scrum Master, or Customer Success Manager roles. You will have access to LinkedIn Learning, internal mentorship circles, and tuition reimbursement to help you plot your next move inside First American’s vast technology ecosystem.