Operations Specialist

Job description

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started. We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability. We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term. THE ROLE The Operations Specialist is a skilled contributor on Snapdocs' User Operations team — executing the scheduling, support, and order management workflows that keep our platform running smoothly for lenders, title companies, and notaries. This role requires deep operational knowledge, strong judgment, and consistent quality in a high-volume environment. WHAT YOU'LL DO - Execute notary scheduling assignments — matching notaries to signings based on geography, availability, and customer requirements. - Manage order updates, customer inquiries, and issue resolution via Snapdocs' platform and support tools. - Proactively communicate with lenders, title companies, and notaries to ensure each signing is completed successfully. - Resolve common operational issues within established escalation guidelines. - Meet individual SLA, quality, and productivity targets consistently. - Support shift leads and managers with reporting and special projects. - Contribute to team knowledge through documentation and peer support. WHAT YOU'LL BRING - 1–3 years in operations, scheduling, or customer support. - Strong organizational skills and attention to detail in a high-volume context. - Professional communication — written and verbal — with users across the mortgage ecosystem. - Comfort with Zendesk, Google Workspace, and platform-based workflow tools. - Reliable, consistent, and quality-focused. - Experience in mortgage, title, or notary operations a strong advantage. AI PROFICIENCY STANDARD AI fluency is a core expectation at Snapdocs. Every team member is expected to actively use AI tools to do their best work — not occasionally, but as a genuine part of how work gets done here. This means: - Use AI tools actively in your day-to-day workflow as a genuine productivity multiplier — not as a novelty. - Understand how AI can accelerate the work of your specific function and proactively apply it. - Stay current on AI developments relevant to your role and identify new applications that create leverage for your team. Compensation & Benefits At Snapdocs, we are committed to transparent and equitable compensation practices. The hourly rate for this role is based on geographic location: - Zone 1 (SF Bay Area, Seattle Metro, NYC): $25.00/hour - Zone 2 (all other U.S. locations): $22.00/hour This position may also be eligible for equity and a comprehensive benefits package, including medical, dental, vision, and 401(k). Final compensation will be determined based on skills, experience, and location. Why Snapdocs We’re here to transform one of the most critical and complex industries in the world. That requires a team that is curious, driven, thoughtful, and practical. We value: - Product discipline and clear reasoning - Deep ownership of outcomes (not just tasks) - Straightforward, honest communication - Empathy for the people who use our software This is a place for people who want to solve hard, meaningful problems with real economic impact — not just ship features. JOIN US We’re expanding our product suite and the network it connects. To do that, we need people who are excited by complexity, energized by scale, and motivated to make a tangible dent in how the mortgage ecosystem works. If you’re hungry to learn, build, and lead — you’ll do the best work of your career here. To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes: - Excellent medical, dental, and vision coverage - 401(k) with up to 4% company match - 16 weeks of paid parental leave - Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles - Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles - Summer & Winter Break (~1-week each) + 9 Holidays per year - Healthcare and Dependent Care FSA - HSA Employer Contribution ($75-150 for individuals, $150-$250 for families) - $15K Family Building Benefit (lifetime limit) - Life and Disability Insurance - $1,500 Annual Lifestyle Stipend to support your well-being Please note: Part-time employees are not eligible for benefits at this time Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. California residents applying for positions at Snapdocs are subject to our candidate privacy policy. ( https://snapdocs.com/california-candidate-privacy/www.snapdocs.com/california-candidate-privacy http://www.snapdocs.com/california-candidate-privacy) https://snapdocs.com/california-candidate-privacy/