About the role

Customer Success team at Ocrolus, a fintech AI platform, builds support for lenders’ mortgage workflows. The Senior US Mortgage Analyst analyzes customer queries, uses SQL to troubleshoot data, and documents solutions to improve service quality. Works from the Gurugram or Noida office, Monday‑Friday 9 AM‑6 PM Eastern Time, with a fixed shift and on‑site presence.

What you’ll do

Serve as first point of contact via email, chat, or phone
Resolve customer queries and support tickets
Investigate and resolve complaints using SQL
Document interactions and resolutions
Track common issues and identify trends
Improve support documentation and FAQs
Meet SLAs and KPIs

What you’ll bring

1-3 years experience
Strong written & verbal communication
Proficient in SQL
Experience in mortgage domain
Analytical & logical reasoning
Proficient in MS Office
Ability to prioritize tasks
Collaborative mindset

Benefits

Fast‑growing, remote‑first culture
Inclusive workplace
Opportunity to grow skills
Ownership mindset
Meaningful impact