Operations Specialist - United States

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 ...

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.

About the Role

As an Operations Specialist on our Notary Connect team, you'll play a key role in delivering a smooth, reliable signing experience for customers and notaries. You'll manage signing orders from intake through completion, ensuring the right notary is assigned quickly, details are accurate, and any issues are resolved before they impact the transaction.

This role requires strong industry knowledge (mortgage, title, real estate, or notary) and the ability to balance speed, accuracy, and customer service within structured operational processes. If you're detail-oriented, proactive, and thrive in a fast-paced environment, this is a high-impact position where your work directly affects customer satisfaction and transaction success.

What You'll Do

Order Management

• Monitor and manage incoming signing orders.

• Review order details and special instructions for accuracy and completeness.

• Keep orders up to date as changes occur.

• Use sound judgment to anticipate and prevent potential issues or delays.

• Ensure orders move smoothly through each stage of the signing lifecycle.

Notary Assignment

• Oversee automated assignment of qualified notaries.

• Take manual action on hard-to-fill orders, including outreach and incentive adjustments when appropriate.

• Collaborate with customers to secure flexibility when needed.

• Meet performance targets related to assignment speed and fulfillment.

Communication & Stakeholder Support

• Respond promptly to inbound communications from customers and notaries.

• Provide clear, professional updates to ensure alignment across all parties.

• Escalate urgent matters appropriately and coordinate resolution efforts.

• Partner with internal Support and cross-functional teams on order-related inquiries.

• Complete follow-up actions when automated reminders are not fulfilled.

• Make outbound calls to quickly resolve time-sensitive issues.

Issue Resolution

• Identify risks early and intervene proactively to avoid delays.

• Troubleshoot common transaction issues and escalate when necessary.

• Route signing errors and corrections to the appropriate internal teams.

• Deliver a positive experience—even in high-pressure situations.

What You Bring

Minimum Qualifications

• High school diploma required

• 1–2 years of related customer service experience

• Strong written and verbal communication skills

• Ability to quickly learn new computer systems and tools

• Mortgage, Title, or Notary industry experience required

Knowledge, Skills & Competencies

• Empathetic and patient, especially when resolving problems

• Customer-service oriented with a natural drive to help others

• Curious, coachable, and open to feedback

• Able to multitask and self-manage in a fast-paced, evolving environment

• Highly detail-oriented

• Team-oriented and collaborative

Work Environment & Expectations

• Consistent and punctual attendance

• Ability to work overtime as assigned

• Comfortable working in a remote, quiet environment

• Reliable high-speed internet connection

• Ability to manage your schedule and proactively raise conflicts

• Professional participation in meetings and team collaboration

• Compliance with all company policies and procedures

Schedule

Shift:

• Monday–Friday, 1:30pm–10:00pm MST (2 Open Roles)

• Tuesday - Saturday, 9am - 6pm MST (1 Open Role)

Onboarding Schedule (First 2 Weeks):

• Monday–Friday, 9:00am–5:30pm MST

• Some flexibility may be available during onboarding

Compensation

We believe in being upfront about pay. The base hourly rate for this role is determined by your work location and falls into one of our geographic compensation zones:

Zone 1 (San Francisco Bay Area, Seattle Metro, New York City): $25.00 per hour

Zone 2 (All other U.S. locations): $22.00 per hour

In addition to base pay, this position includes equity and a comprehensive benefits package.

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. )