Customer Support & Project Coordinator (Remote)

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

**Remote Work Welcome** Be part of a transformative team that is shaping the way First American builds and delivers world-class technology products that fuel the real estate industry. We are looking for a curious, empathetic, and proactive product expert who is excited to work through ambiguity and deliver exceptional user experiences and lasting value to our customers.  The Customer Support & Project Coordinator will play a critical role in supporting both homeowner-facing products and company-wide authentication platforms. This role sits at the intersection of customer service, product operations, and project management—prioritizing and responding to customer inquiries while also helping Product Managers plan, track, and deliver work across multiple initiatives.

What You’ll Do: 

Customer Support & Intake

• 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. 

Project & Product Operations Support

• 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. 

Cross-Functional Collaboration

• 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. 

Continuous Improvement

• 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. 

What You’ll Bring: 

• 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.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.