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
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. It was founded in 1889, and is headquartered in Santa Ana, California, USA, with a workforce of 10001+ employees. Its website is http://www.firstam.com.Company H1B Sponsorship
First American has a track record of offering H1B sponsorships, with 3 in 2024, 2 in 2023, 1 in 2022, 2 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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