Job description
Who You Are:
You have 4+ years of customer service or technical support experience and are ready to take the next step in your career with a hyper-growth, fast-paced SaaS company that’s transforming the mortgage industry. You’re motivated by solving complex customer challenges, thrive in collaborative environments, and are eager to deepen your technical expertise. You’re looking for a role where you can make an immediate impact while developing into a senior position in the near future.
Does this sound like you? If so, keep reading and apply today!
What You’ll Do:
- Resolve customer inquiries thoughtfully and efficiently across multiple channels (email, chat, phone), ensuring each interaction reflects empathy, clarity, and professionalism.
- Triage and troubleshoot incoming requests to identify whether issues stem from user error, product defects, configuration, or training opportunities.
- Collaborate cross-functionally with Engineering, Product, and Implementation teams to ensure accurate resolution and excellent customer experience.
- Spot trends in customer issues and proactively surface insights to the broader team to drive product and process improvements.
- Document solutions and contribute to internal and external knowledge resources to strengthen team learning and scalability.
- Participate in team initiatives and continuously contribute to improving support workflows, customer satisfaction, and service efficiency.
What You Have:
- 4+ years of experience in Customer Support, Technical Support, or Client Services—preferably within a SaaS or FinTech environment.
- Technical aptitude with the ability to quickly learn and navigate tools like Google Workspace, Slack, Freshdesk, Salesforce Service Cloud, or JIRA.
- Strong written and verbal communication skills—you can explain technical issues clearly and tactfully to non-technical audiences.
- Empathy, diplomacy, and composure under pressure when working through challenging customer issues.
- Passion for customer experience and a proactive mindset toward improving processes, not just following them.
- Familiarity with mortgage industry processes (loan origination, pricing, eligibility, etc.) and related technologies (Encompass, Blend, Byte, Total Expert) — or a strong willingness to learn.
Why Join Polly?
- High Bar of Talent: Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and % of those that enter the interview process are presented with an offer.
- Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
- Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
Employee Benefits:
- Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
- Comprehensive Health Coverage: Enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind.
- Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
- Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.
Let’s get to know each other.
Polly has pioneered the next generation of mortgage capital markets technology with its cutting-edge, data-driven platform. Its enterprise-grade solutions, including the industry’s only cloud-native, commercially scalable product, pricing, and eligibility (PPE) engine and first-of-its-kind Polly/™ AI platform, empower the nation’s top banks, credit unions, and mortgage lenders to increase profitability, automate workflows, and revolutionize the loan officer and broker experiences. As a mortgage technology trailblazer, Polly is committed to driving meaningful value and ROI through best-in-class innovation that enables unlimited configurability, flexibility, granularity, and scalability. Polly was founded by a seasoned team of mortgage capital markets and technology experts and is headquartered in San Francisco, California. Recognized as a pioneer in mortgage capital markets, as well as in culture and career development, Polly was named to Forbes’ America’s Best Startup Employers in 2025. This evaluation was based on three key criteria: Employer Reputation, Employee Satisfaction, and Company Growth.
To learn more, follow Polly on LinkedIn or visit www.polly.io. Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruitment scams impersonating the Polly brand or our employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at [email protected]. We care deeply about this network and your experience.
