Client Solutions Specialist

Company Overview

Mortgage Automator is on a mission to revolutionize the lending industry by providing a comprehensive, end-to-end platform that eliminates the manual bottlenecks of private lending. Our innovative software empowers lenders to streamline their entire pipeline from origination and underwriting to automated servicing and investor reporting, so they can focus on scaling their business with confidence.

As one of the fastest-growing FinTech companies in North America, Mortgage Automator is customer-centric, ambitious, and deeply rooted in the lending community. We are building the "operating system" for private lenders, fostering a culture of ownership, high-speed execution, and decentralized decision-making.

Job Summary

The Client Solutions Team plays a crucial role in providing exceptional technical support, managing customer accounts, and conducting quality assurance testing for our software products. This position requires a strong customer-oriented mindset, exceptional problem-solving skills, and a solid understanding of software troubleshooting and quality assurance principles. The successful candidates will collaborate closely with cross-functional teams to ensure our clients receive top-notch service, resolve technical issues promptly, and contribute to the continuous improvement of our software offerings.

Required Education & Experience

• Post-secondary education in Business, Finance, Accounting, Computer Science, Information Technology, Software Quality Assurance, or a related field is considered an asset.
• Equivalent hands-on experience in technical support, client support, software support, SaaS, fintech, mortgage lending, private lending, accounting, quality assurance testing, or software troubleshooting will also be considered. 
• Comfortable working with numbers, calculations, reports, and data-driven issues.
• High attention to detail, especially when reviewing financial information, system behaviour, and client-reported discrepancies.
• Ability to think critically, ask thoughtful questions, and work through problems methodically.
• Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
• Experience with mortgage lending, private lending, financial technology, accounting, or SaaS platforms is considered an asset.
• Detail-oriented and methodical in identifying and documenting issues.
• Strong organizational and time-management skills, capable of multitasking and meeting deadlines in a fast-paced startup environment.

Essential Functions

• Diagnose, troubleshoot and respond to customer inquiries and requests via various communication channels. 
• Escalate issues as required. 
• Provide guidance and support to our clients on our software.
• Document all interactions in the CRM and help maintain a comprehensive knowledge base.
• Foster relationships with clients. 
• Other duties as assigned.

Work Environment

50% Office, 50% Work From Home.

This role is full-time in office during the initial three-month probationary period. Following successful completion of probation, there may be an opportunity to work from home on a hybrid basis, subject to business needs, performance, and management approval. 

Time-Off & Work Life Balance

• Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year.
• Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health.
• Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work.

Team Culture & Perks

• Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues.
• Growth & Learning: Continuous professional development with internal training and learning opportunities.
• Modern Workspace: Professional, supportive environment with tools and technology needed to succeed.
• Comprehensive Health Benefits