Customer Experience Associate

About Roam

At Roam, we're on a mission to make homeownership truly affordable again.

We started Roam because we saw something deeply unfair happening: homeownership, the foundation of financial security and building a brighter future, was becoming impossible for millions of hardworking people. Rising interest rates were shutting people out, making home ownership a distant dream rather than an achievable reality.

We’re helping people reclaim their dream of owning a home by taking advantage of assumable mortgages. These are low-interest loans that sellers can pass directly to buyers, saving them up to 50% on their monthly payments compared to today's traditional mortgages. Our platform makes it easy for buyers to find homes with assumable mortgages, and we guide them every step of the way.

Joining Roam means working on something truly impactful: helping people afford their dream homes, build lasting wealth, and create brighter futures for themselves and their families.

About the role

As a Customer Experience Associate at Roam, you will support buyers, sellers, and mortgage companies through the assumable mortgage process. This role is ideal for customer-focused professionals with experience in high-touch service roles, particularly in mortgage, real estate, fintech, or related industries. In this role, you will be a team of one and you’ll need to be comfortable managing a high volume of customer requests and questions, as it’s your job to guide customers and facilitate a seamless transaction process.

What you’ll do

• Stakeholder Coordination: Collaborate with customers, mortgage lenders, title companies, and real estate professionals to facilitate smooth transactions.
• Customer Support & Education: Serve as the primary point of contact for buyers and sellers, ensuring they understand the assumption process and providing guidance throughout the transaction.
• Process Management: Track key milestones in the mortgage assumption process, proactively follow up with customers and partners, and ensure all necessary steps are completed on time.
• Problem-Solving: Identify and resolve blockers that may arise during closing, keeping transactions on track and escalating issues when necessary.
• Continuous Improvement: Gather customer feedback and collaborate with internal teams to enhance processes and improve the overall experience.
• Communication & Documentation: Maintain clear, professional communication with all parties, documenting interactions and key updates.

What we’re looking for

We value bold, self-directed people who carry themselves with urgency. Our team has a bias for action, a need for speed, and a soft spot for those who sweat the details. We think if you have the following skills, experience, and attributes, you’d be successful at Roam in this role:

• Experience 2 years of experience in customer experience, customer success, account management, or operations. You have demonstrated interest in the real estate, fintech, and/or marketplace industries is a plus, but deep mortgage experience is not required.
• Excited by high-volume. You are incredibly organized and can manage multiple stakeholders and deals simultaneously without letting any of the details fall through the cracks.
• Customer orientation. You are always thinking of how to help the customer and progress them to the next step in the process.
• Strong communicator. You are a strong writer and have excellent communication and interpersonal skills. You build rapport with buyers, sellers, and industry partners seamlessly. You have the ability to navigate and explain complex processes to customers in a clear and friendly manner.
• Comfort with ambiguity. You can operate independently with minimal supervision.
• Bias to action. You thrive working in a fast-paced, tech-forward, high-volume environment while maintaining accuracy with every detail. .
• Tech savvy. You are comfortable and excited to use tools like Hubspot, Google Suite, Notion, Slack etc, in your day to day work.
• Detail-oriented and highly organized, with the ability to manage multiple stakeholders and deals simultaneously.

About us

We are an early-stage startup, and our compensation is commensurate with our stage, size, and level of investment. In accordance with New York City law, the base salary range for this role, if filled within New York City, is $65,000-80,000. The salary range could be lower or higher than this if the role is hired in another location. We also believe that your personal needs and preferences should be taken into consideration so we allow some choice between equity and cash.

The heart of our mission is addressing inequity in housing affordability. We’re here to change the status quo through the company we build and the products we launch. We celebrate a diversity of perspectives and backgrounds on our team in order to reflect the customers we serve. We are an opportunity employer.