Note: The job is a remote job and is open to candidates in USA. First American Financial Corporation is a company that prioritizes its people and fosters an inclusive environment. They are seeking a Customer Support & Project Coordinator who will be responsible for managing customer inquiries and supporting product operations across various initiatives.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
Company Overview
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