What are the responsibilities and job description for the SaaS Customer Support position at LoanPro?
At LoanPro, we’re not just a fintech company—we’re revolutionizing how lending works! As a cutting-edge SaaS platform, we provide core lending infrastructure that empowers mid-market and large lenders to operate smarter, faster, and better. With our cloud-native solution, our clients become more efficient, organized, and unstoppable in their lending operations.
Currently managing over $18 billion in loans across North America, LoanPro isn’t just growing—we’re leading the charge in transforming the industry. Behind it all are our incredible employees who fuel our profitable, fast-growing company with their talent, passion, and drive.
Why LoanPro?
Because we’re building something special—and you should be a part of it! Join a team where innovation, impact, and opportunity are at the heart of everything we do.
Ready to help us shape the future of fintech? We want you here with us!
Join LoanPro as a SaaS Customer Support!
THIS IS AN ONSITE POSITION
At LoanPro, we don’t just create fintech solutions—we empower businesses to succeed. As a SaaS Customer Support Rep, your primary responsibility will be to effectively manage inbound customer questions, problem solve configuration issues, provide technical solutions, and ensure Customer Delight for our clients. You will leverage your technical expertise, project management skills, and strong communication abilities to deliver exception service and maintain successful client relationships.
🚀 What You’ll Do:
As the SaaS Customer Support, you will be responsible for the following:
- Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product. Cultivate new business relationships, maintain existing business relationships with customers and partners
- Understand client needs and implement effective plans to meet them
- Take ownership on becoming a subject matter expert on all aspects of LoanPro software including how it is used by our customers
- Primary responsibility will be to effectively manage inbound client support requests and communications for client tasks through Zendesk emails and scheduled phone meetings through Calendly with an expectation to respond to all support requests daily.
- Secondary support to L2 SaaS Customer Support for Enterprise clients including joining scheduled calls and assistance in all tasks as needed to maintain Customer Delight.
- Proactively support clients and effectively manage client expectations for Primary and Secondary roles.
- Train clients and other team members, as needed, on system operation and client processes
- Practice effective communication (verbal and written) with clients and team members
- Be a subject matter expert on our business products, processes, and operations, and remain up-to-date on industry news
- Keep management informed of work progress and changes in client needs or processes
- Coordinate with Customer Success Managers to recognize client growth opportunities
- Coordinate with Implementation Engineers to reconstruct or provide additional configurations and integrations to the LoanPro software
- Other duties as prescribed - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
🛠 What We’re Looking For:
- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business, etc.) or equivalent practical experience.
- Strong technical acumen with a good understanding of software applications and SaaS solutions.
- Excellent communication and interpersonal skills to interact effectively with clients and\or internal teams.
- Analytical mindset and problem-solving abilities to resolve client requests.
- Account management skills to manage multiple client tasks simultaneously.
- Knowledge of LoanPro is a plus.
- Previous experience in Account management or Technical Customer Support is desirable.
🌟 What Makes This Role Special:
- Competitive compensation
- Market-competitive Medical, Dental, and Vision Coverage
- 401k 1-1 contributions up to 3% and a .5 contribution up to 5%
- Generous Paid Time Off and Holiday Schedule
- Fully stocked breakroom
- Ability to make a real difference
- A value-based, innovation-focused, learning culture
- Endless opportunities for growth; when we grow, you grow - and vice versa!
