Customer Support & Project Coordinator (Remote)

What You'll Do:

Customer Support & Intake

• Serve as a primary point of contact for customer and internal inquiries related to homeowner-facing experiences and authentication products.

• Triage, prioritize, and respond to incoming questions, issues, and requests, ensuring timely resolution or appropriate escalation.

• Partner with product, engineering, and support teams to investigate issues, communicate status updates, and close the loop with customers.

• Identify patterns and recurring issues in customer feedback and surface insights to Product Managers to inform product improvements.

Project & Product Operations Support

• Support Product Managers by coordinating project activities across multiple workstreams, including homeowner-facing initiatives and company-wide authentication efforts.

• Help maintain project plans, timelines, dependencies, and status updates to ensure work stays on track.

• Assist with backlog grooming, intake management, and prioritization of support-driven work.

• Track action items, risks, and decisions, and help ensure follow-through across teams.

• Prepare project updates, documentation, and meeting materials to support alignment across stakeholders.

Cross-Functional Collaboration

• Act as a connector between customers, Product Managers, engineering, design, and business partners.

• Facilitate clear communication across teams by translating customer needs and operational details into actionable inputs.

• Contribute to consistent, well-documented processes for intake, support workflows, and project tracking.

Continuous Improvement

• Help improve customer support workflows, intake processes, and internal coordination as the team and products evolve.

• Contribute ideas to improve efficiency, visibility, and customer satisfaction across supported products.

What You'll Bring:

• Fluency in English is required, with professional proficiency in Spanish strongly preferred, to support clear and empathetic communication with a diverse customer base.

• Experience in a customer service, customer support, project coordination, or product operations role, ideally within a technology or digital product environment.

• Strong organizational skills with the ability to manage multiple requests, projects, and priorities simultaneously.

• A customer-first mindset, with the ability to communicate clearly, empathetically, and professionally with diverse audiences.

• Comfort working with ticketing systems, project management tools, and documentation (e.g., Zendesk, Jira, Confluence, or similar).

• Ability to synthesize information from multiple sources and clearly document issues, requirements, and next steps.

• Strong collaboration skills and a proactive approach to problem-solving.

• Comfort working in ambiguous environments and adapting as priorities evolve.

• A team-oriented mindset and willingness to pitch in wherever needed to help the group succeed.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.