Customer Support Associate

Mortgage Cadence is seeking a versatile, onshore (U.S.-based) Customer Support Associate (CSA). The CSA owns the customer relationship as it relates to platform support — managing customer tickets, driving timely solutions to reported issues, and escalating priority items when necessary. Customer satisfaction is the top priority, and this role demands exceptional customer service skills to effectively support our customers.

This is a hybrid role that blends client relationship management, project coordination, and hands-on technical support. The ideal candidate can flex across multiple functions — engaging directly with stakeholders on tickets, deployments, escalations, and RCA delivery one moment, and coordinating complex cross-departmental work the next — with the judgment to represent the account well under pressure. They will work effectively with internal teams across the organization to drive resolution of the customers’ issues.

Key Responsibilities

• Manage Support-Related Escalations — Internally & Externally
• Understand, follow, and communicate the established escalation process.
• Act as a liaison between internal Mortgage Cadence groups, the customer, and/or vendors to resolve the customer's actionable priorities.
• Work effectively and efficiently with internal Mortgage Cadence teams, including Support, Business Analysts, Product, IT, Data Management, Professional Services, and Customer Success.
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