Marketing Applications Support Lead
Movement Mortgage
Fort Mill, South Carolina US
Posted ago
Movement Mortgage

Working in the mortgage world can be cool! Well, at least the way we do it here at Movement. We’re on the hunt for a Marketing Applications Support Lead to join our growing team, help manage our incredible vendor relationships and to lead our movehome support team. 

I’m sure you’re thinking, “what’s movehome?” and also, “why is it all lowercase?” So glad you’re already asking the right questions. movehome is Movement’s sales and marketing platform that we created specifically for our loan officers. It’s brand spankin’ new. It’s what many might call “fancy-schmancy.” And we’re proud as heck of it. But, as with most new things, people are going to have questions about it. That’s where you come in. 

You’ll need kindness, patience and a healthy dose of customer service prowess. Your goal is to get things done while making everyone feel valued and heard in the process. You’re solution oriented, and you take the high-road to get there. 

Loan officers are busy, like, REALLY busy. They need help with adopting and learning our new systems. You will become the movehome SME (subject matter expert for those not playing marketing buzzword bingo), and help provide updates to our training, development and leadership teams. 

The perfect person for this role knows how to move high priority tickets to the front of the line and make sure updates are communicated along the way. You will ensure others on the support team are providing best in class customer service to our customers - the loan officers. 

When you’re not working on movehome, we want you to liaise with our marketing vendor partners. Yes, liaise. These partners provide all kinds of tools to help our sales field market themselves; you’ll serve as the line of communication between both parties.

We are NOT your average mortgage company. Our execs wear T-shirts instead of suits. Almost half of the company’s profits go to a non-profit foundation to uplift underserved communities. We believe in our work and have a lot of fun doing it. 

TL;DR: We’re looking for someone great, who loves to problem solve and wants to be a part of the best department in an amazing company with a noble purpose. Sound like something you could be interested in?

Responsibilities

Support Responsibilities 

  • Lead our support team (indirectly) by providing business expectations and manage ticket escalations 
  • Work with our internal comms team and training team to ensure all parties are aware of any technical issues that affect the masses
  • Become a SME of movehome 
  • Manage and communicate enhancement requests to our development team
  • Help prioritize tickets and enhancements 
  • Become the point of contact for any L1-L2 tickets that the support team may have.
  • Become the point of contact for support escalations for training team and LOs 
  • Provide weekly movehome support metrics to leadership
  • Create and update movehome knowledge base alongside the marketing operations manager
  • Manages and assists with the movehome inbox for high level training questions
  • Assist with trainings and demos as needed
  • Assist with VIP onboarding / white glove service support for all of our top producers
  • Identify opportunities for and implement service improvements across all functional areas (training, knowledge management, documentation, processes, etc.)
  • Work with cross-functional teams to set priorities based on company goals/roadmap

Vendor Management Responsibilities

  • Be the point of contact for all marketing vendors (Experience.com, Total Expert, Updater, SimplyNoted etc.)
  • Assist in quarterly audits of marketing platforms to analyze usage optimization
  • Stay up-to-date on application releases and new functionality and implement those on training platforms 
  • Utilize the correct teammate(s) to effectively communicate updates to the field
  • Escalate and quickly solve vendor related ticket items
  • Hold regular meetings with vendors
  • Seek ways to integrate with movehome and/or improve current operations


Qualifications

What We’re Looking For

  • 2-3 years of customer support experience 
  • 2+ years of supporting a cloud based application 
  • Great bedside manner and positive attitude
  • Quickly recognizes when an issue needs to be escalated and how to resolve it quickly
  • Enjoys data analytics and can provide support metrics on the spot
  • Any leadership experience is a plus
  • Ability to work cross-functionally in a matrix environment 
  • Excellent written and oral communication skills
  • Able to manage multiple high priority tasks or projects at a single time
  • Hands on, willing to get your hands dirty, comfortable with a very fast paced environment


About Movement Mortgage

At Movement, we exist to love and value people. We are disrupting the mortgage industry by lending with integrity, building outstanding corporate culture, and investing in our communities. On any given day, you might find a processor volunteering for a local charity or an underwriter winning the corn-hole tournament at the office. You'll also find that we're the seventh largest mortgage lender in the country.


So why Movement?

  • Competitive pay
  • Medical, dental, and life insurance
  • Company matched 401K
  • Excellent career growth opportunity
  • Fun, team-focused working environment
  • Employee driving community outreach program

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