Work Hard EverywhereJob Description
Headquarters: Remote
URL: https://retr.app/
Why this role matters now
A loan officer's business runs on relationships. Ours runs on making sure RETR never gets in the way of theirs.
When something breaks for a customer, a real deal is on the line, and what they need is a person who understands both the product and their business. That person is you.
Most support jobs are a treadmill: you answer the question, the question comes back, you answer it again. Here the work compounds. A good answer becomes an article, the article teaches our AI, and the question stops coming. We measure which articles resolve and which fail, so you can watch the queue shrink because of something you wrote.
What you'll do
• Be the first human a customer talks to, across email, chat, and phone, for individual and enterprise accounts alike
• Answer the hard half. Our AI handles the routine questions; what reaches you is the ambiguous, the technical, and the high-stakes
• Write and improve the knowledge base articles that make the AI better and the queue smaller. We measure which articles resolve and which fail, and we fix the ones that fail
• Build real fluency in mortgage and real estate workflows, deep enough to explain our product in the customer's language rather than ours
• Take actions that carry weight: refunds, cancellations, and billing corrections in Stripe
• Surface product friction to Engineering with enough evidence that it gets fixed, then tell the customer when it ships
• Hand inbound leads to Sales cleanly. Support does not sell, but Support is often the first to touch a future enterprise deal
The first 90 days
Two things in this job reach customers at scale without a human in between: the knowledge base, which feeds our AI, and our enterprise accounts. A knowledge base article that is 80 percent right makes the AI wrong for everyone who asks. So neither one is handed to you on a calendar date. Both are handed over when you have earned them.
Days 1 to 14....
URL: https://retr.app/
Why this role matters now
A loan officer's business runs on relationships. Ours runs on making sure RETR never gets in the way of theirs.
When something breaks for a customer, a real deal is on the line, and what they need is a person who understands both the product and their business. That person is you.
Most support jobs are a treadmill: you answer the question, the question comes back, you answer it again. Here the work compounds. A good answer becomes an article, the article teaches our AI, and the question stops coming. We measure which articles resolve and which fail, so you can watch the queue shrink because of something you wrote.
What you'll do
• Be the first human a customer talks to, across email, chat, and phone, for individual and enterprise accounts alike
• Answer the hard half. Our AI handles the routine questions; what reaches you is the ambiguous, the technical, and the high-stakes
• Write and improve the knowledge base articles that make the AI better and the queue smaller. We measure which articles resolve and which fail, and we fix the ones that fail
• Build real fluency in mortgage and real estate workflows, deep enough to explain our product in the customer's language rather than ours
• Take actions that carry weight: refunds, cancellations, and billing corrections in Stripe
• Surface product friction to Engineering with enough evidence that it gets fixed, then tell the customer when it ships
• Hand inbound leads to Sales cleanly. Support does not sell, but Support is often the first to touch a future enterprise deal
The first 90 days
Two things in this job reach customers at scale without a human in between: the knowledge base, which feeds our AI, and our enterprise accounts. A knowledge base article that is 80 percent right makes the AI wrong for everyone who asks. So neither one is handed to you on a calendar date. Both are handed over when you have earned them.
Days 1 to 14....