Partner & Customer Support Analyst

About the Company 

Framework is a social enterprise with a tech-enabled platform founded on a simple idea: every homebuyer should have access to unbiased information about the mortgage process and feel knowledgeable about the responsibilities of owning a home throughout their homeownership journey. We are proudly pro-homeownership and believe it’s a uniquely accessible and powerful way for people to plant and grow seeds of generational wealth. We make it easier for people to do this by providing the tools we believe will lead people into homes that improve their quality of life, give them the space to grow into their future, and gain value over time. We’re dedicated to helping our customers make decisions with confidence, build wealth in their homes, and protect their investment for generations to come. 

As we leverage the power of technology to strengthen communities one homeowner at a time, the individual contributions of our small and tight-knit team play a vital, daily role in shaping our products and services. Creative thinking, collaboration, and problem-solving are at the core of the Framework culture, and we’re seeking eager team members with drive and innovation to add to the mix.  

About the Team  

Our Partner & Customer Support team plays a vital role in fulfilling our mission. They represent Framework at the forefront, acting as brand ambassadors and advocating for our customers and partners. The team prioritizes the entire lifecycle of learners and partners, aiming to anticipate and address their needs at every stage, fostering strong relationships, and empowering individuals and organizations to achieve homeownership goals confidently. Our highly motivated collaborators thrive in a fast-paced partner & customer support setting and embody values such as empathy, trust, communication, innovation, and a human-centric approach. 

About the Role  

As a Partner & Customer Support Analyst, you'll provide vital support to our partners and customers with empathy and efficiency, using strong analytical skills and a people-centered approach. Your responsibilities involve working on diverse projects and channels, collaborating closely with the Partner & Customer Support Team Lead, and acting as a bridge to other key business units. You are adept at resolving complex issues through teamwork, showing initiative and independence.   

The ideal candidate is committed to innovation, seeking opportunities to improve processes and enhance user experiences while aligning with Framework's mission. This is a great, unique opportunity for an innovative visionary with a thoughtful, collaborative, excellent communication, and process-oriented approach. 

What You’ll Do  

• Maintain broad knowledge of Framework’s business partner agencies as well as their programs and products that require Framework’s products and services
• Attentively answer support inquiries and provide technical support and training via email, phone, chat, zoom, and social media while utilizing tools and resources to investigate and resolve user issues while following communication procedures, guidelines, and policies  
• Manage our customer engagement strategy, keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken  
• Contribute to the development, documentation, and enhancement of processes, systems, policies, and procedures for Partner & Customer Support. This involves upholding knowledge base integrity, monitoring metrics, creating reports, and conducting training and onboarding sessions. 
• Identify and assess customers’ needs to achieve satisfaction, collaborating with key team members when customer issues relate to problems and maturing product architecture.  
• Support in managing relationships with vendors and partners who provide additional services to Framework customers  
• Provide administrative support to ensure efficient back-office operations and complete other essential duties and project management as requested 

Requirements

What You’ll Bring  

• Ability to act with empathy, tact, and diplomacy under all circumstances and to remain composed under stress 
• Strong interpersonal communication skills, written and verbal, required in both English and Spanish, particularly when communicating by phone and email, with the ability to document and communicate with internal and external resources 
• High technical literacy and the ability to quickly learn new applications and tools 
• Strong problem-solving skills and the ability to respond to changing circumstances and priorities in a positive, focused manner 
• Excellent organizational, accuracy, and attention to detail skills with the ability to manage a workload involving multiple activities, tight deadlines, and multiple stakeholders  
• A learner’s mindset that approaches challenges with curiosity, openness, persistence, reflection, and adaptability

Preferred Qualifications and Experience 

• At least one year of customer support, training, or comparable experience 
• Spanish Bilingual Required; Interpersonal and communication skills, especially written 
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, Microsoft PowerPoint)
• Active listening, time management, problem analysis, and problem-solving skills 
• Our vision inspires you! 

Job Classification

This is a full-time, full remote, exempt position. This position reports to the Partner & Customer Support Team Lead.

Salary Range

$50,000.00 to $60,000.00 annually, based on a 37.5-hour workweek.

The current salary range is set based on nationwide US averages, taking into account position types, related fields, and job titles. Before making an offer, we conduct a comprehensive assessment, which also factors in the candidate's location.

Work Environment and Physical Demands 

This job requires the routine use of standard office equipment such as computers, phones, photocopiers, and filing cabinets. It requires the ability to speak and hear in person, over the phone, and in settings where there are groups of people. Occasional travel is required, including overnight travel for up to four days at a time and travel via airplane. 

Benefits

What We’ll Offer You / Benefits of Working for Framework 

The Framework team is a group of thoughtful, creative, and caring human beings. Our company boasts employees that hail from several different countries and speak a multitude of languages. We are collaborators who value each other’s differences and are committed to bringing our authentic selves to work each day, so that we might design quality products for humans that need them. We offer a suite of benefits designed to support our employees’ thriving in the workplace, including but not limited to: 

• Flexible Work Schedules
• Remote Work
• Health Plans Incl. Dental and Vision
• 401(k) Savings Plan
• 13 Paid Holidays Incl. Election Day
• 5 Weeks of Vacation
• 6 Months Paid Parental Leave
• Personal and Professional Growth Opportunities
• Opportunity to help build, pivot, and scale a company focused on building a socially driven, tech-enabled platform for homeownership!

Interviewing at Framework

Our Framework for a Successful Interview Process

1. You apply. In some cases, we may include a short skills questionnaire.
2. We have three interviews, each lasting up to an hour, including the phone interview. Each interview phase will delve deeper into culture and role, department, and organization fit and add-on.
3. We may ask candidates to provide references for a reference check. However, we acknowledge that some candidates may be hesitant to share references for reasons like safety, potential risks to their current job, or experiences in non-inclusive environments. If you’re not sure who to list as a reference and want a second opinion, here is a great article.
4. That's it! Final team sync, an offer is sent, and the next thing you know, we are talking about the next onboarding steps.

Join us! 

Are you passionate about this opportunity but worried that you don’t have 100% of the experience we’re looking for? We still want to hear from you! 

At Framework, our commitment to DEIB is unwavering. We strongly encourage individuals of all backgrounds to apply, including people of color, transgender, non-binary, and those who do and do not identify as LGBTQIA+. We recognize that groups subjected to systemic oppression are likely to only apply for jobs if they meet every requirement, which is why we encourage applications from people with these identities or who are members of marginalized communities. We value your unique perspective and would like to encourage you to apply even if your past experience doesn't align perfectly. You could be the perfect candidate for this or other roles. 

Apply now! 

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet Framework’s changing needs.