[Remote] Customer Support & Project Coordinator (Remote)

Note: The job is a remote job and is open to candidates in USA. First American is a company that prioritizes its people and has been recognized for its inclusive culture. The Customer Support & Project Coordinator will serve as a primary contact for customer inquiries and support project management activities, ensuring effective communication and timely resolution of issues.

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

Company H1B Sponsorship