Customer Support Associate

Mortgage Cadence is seeking a versatile, onshore (U.S.-based) Customer Support Associate (CSA) to support the USAA account. The CSA owns the customer relationship as it relates to platform support - managing customer tickets, driving timely solutions to reported issues, and escalating priority items when necessary. Customer satisfaction is the top priority, and this role demands exceptional customer service skills to effectively support our customers.

This is a hybrid role that blends client relationship management, project coordination, and hands-on technical support. The ideal candidate can flex across multiple functions - engaging directly with USAA stakeholders on tickets, deployments, escalations, and RCA delivery one moment, and coordinating complex cross-departmental work the next - with the judgment to represent the account well under pressure. They will work effectively with internal teams across the organization to drive resolution of the customers’ issues.

Key Responsibilities

• Manage Support-Related Escalations - Internally & Externally
• Understand, follow, and communicate the established escalation process.
• Act as a liaison between internal Mortgage Cadence groups, the customer, and/or vendors to resolve the customer's actionable priorities.
• Work effectively and efficiently with internal Mortgage Cadence teams, including Support, Business Analysts, Product, IT, Data Management, Professional Services, and Customer Success.
• Exercise sound judgment during high-pressure escalations, representing the account professionally at all times.
• Own client-facing communication on escalations through resolution, including Root Cause Analysis (RCA) delivery.

Customer Ticket Management

• Conduct support ticket review calls with client System Admins on a regular cadence (weekly or biweekly).
• Manage client expectations regarding ticket priority, status, and resolution timelines.
• Communicate regularly with customers via email, phone, and ticketing system.
• Perform initial technical triage on incoming tickets - gathering details, reproducing issues where possible, and escalating to the right teams with complete context.
• Coordinate troubleshooting/working sessions with clients and Mortgage Cadence teams as needed to facilitate resolution of customer issues.

Cross-Functional Project/Deployment Coordination

• Coordinate complex projects and tasks that span multiple departments, ensuring alignment on scope, ownership, timelines, and deliverables.
• Track status, surface risks and blockers early, and drive them to resolution.
• Manage competing priorities effectively, keeping deployments, escalations, and ongoing project work on schedule.
• Maintain organized documentation of plans, action items, and decisions.
• Work with the Deployment team to ensure successful deployments of product releases, scripts, patches, and related updates.
• Support deployment activities end-to-end: coordination, verification, and post-deployment monitoring and communication.

Build a Successful Client Relationship

• Understand and anticipate the needs of assigned clients.
• Become an advocate for the customer and build trust between the customer and Mortgage Cadence.
• Respond quickly and reliably to customer requests, setting accurate expectations.
• Champion Mortgage Cadence products, services, integrations, and future enhancements.

Requirements

• Must be based in the United States (onshore requirement).
• Exceptional customer service skills with demonstrated experience interacting directly and professionally with enterprise client stakeholders, including during escalations and high-pressure situations.
• Sufficient technical aptitude to perform initial ticket triage and support deployment/release activities.
• Demonstrated ability to learn new technical concepts, tools, and platform capabilities quickly (e.g., Replica).
• Proven ability to coordinate projects or complex tasks across multiple teams or departments.
• Strong written and verbal communication skills, including experience preparing client-facing documentation (status updates, RCAs, release communications).
• Strong organizational skills with the ability to manage multiple concurrent priorities.

Preferred Qualifications

• Prior experience supporting large financial services clients or other highly regulated enterprise accounts.
• Hands-on experience with enterprise ticketing systems (e.g., Footprints, ServiceNow, Jira, or similar) for ticket handling and workflow management.
• Experience in mortgage technology, loan origination systems, or the broader fintech space.
• Familiarity with deployment processes, change management, and incident/problem management practices (e.g., ITIL).

Key Attributes for Success

• Customer-first mindset - makes customer satisfaction the top priority and advocates for the client internally.
• Versatility - comfortable flexing across client-facing, project coordination, and technical support functions as account needs shift.
• Judgment - knows when to act independently, when to escalate, and how to represent the account well under pressure.
• Ownership - takes tickets, escalations, releases, and client commitments from start to finish without dropping the ball.
• Curiosity - actively seeks to deepen technical understanding of the platform and its evolving capabilities.
• Professionalism - consistently polished, reliable, and client-ready in every interaction.

Compensation Range: $90,000 - $100,000 USD annually