Customer Support Associate (CSA) - USAA Account

Mortgage Cadence is seeking a versatile, onshore (U.S.-based) Customer Support Associate (CSA) to support the USAA account. 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 USAA 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.
• Exercise sound judgment during high-pressure escalations, representing the account professionally at all times.
• Own client-facing communication on escalations through resolution, including Root Cause Analysis (RCA) delivery.

Customer Ticket Management

• Conduct support ticket review calls with client System Admins on a regular cadence (weekly or biweekly).
• Manage client expectations regarding ticket priority, status, and resolution timelines.
• Communicate regularly with customers via email, phone, and ticketing system.
• Perform initial technical triage on incoming tickets — gathering details, reproducing issues where possible, and escalating to the right teams with complete context.
• Coordinate troubleshooting/working sessions with clients and Mortgage Cadence teams as needed to facilitate resolution of customer issues.

Cross-Functional Project/Deployment Coordination

• Coordinate complex projects and tasks that span multiple departments, ensuring alignment on scope, ownership, timelines, and deliverables.
• Track status, surface risks and blockers early, and drive them to resolution.
• Manage competing priorities effectively, keeping deployments, escalations, and ongoing project work on schedule.
• Maintain organized documentation of plans, action items, and decisions.
• Work with the Deployment team to ensure successful deployments of product releases, scripts, patches, and related updates.
• Support deployment activities end-to-end: coordination, verification, and post-deployment monitoring and communication.

Build a Successful Client Relationship

• Understand and anticipate the needs of assigned clients.
• Become an advocate for the customer and build trust between the customer and Mortgage Cadence.
• Respond quickly and reliably to customer requests, setting accurate expectations.
• Champion Mortgage Cadence products, services, integrations, and future enhancements.