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.
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.
What We OfferBy 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.Top Skills
What We Do
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companies’ core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services.
First American Title Insurance Company provides comprehensive title insurance protection and professional settlement services for homebuyers and sellers, real estate agents and brokers, mortgage lenders, commercial property professionals, homebuilders and developers, title agencies and legal professionals to facilitate real estate purchases, construction, refinances or equity loans.
First American's thorough title searches, title clearance and title insurance policies help to produce clear property titles and enable the efficient transfer of real estate.
As one of the largest title insurance companies in the nation, First American offers title insurance and settlement services through its direct operations and an extensive network of agents throughout the United States and internationally.
First American Title Insurance Company traces its history to 1889 and is the largest subsidiary of First American Financial Corporation (NYSE: FAF).
