Customer Support Specialist

Baseline is an Operating System for Private Real Estate Lenders based in the US, who make real estate secured loans, primarily to real estate investors (i.e. house flippers and landlords) or developers. Our platform allows lenders to originate and service loans, manage borrowers and investors, streamline business processes and create technology-enabled workflows that allow them to expand their businesses and improve profitability.

Baseline was founded in 2022 and has raised a $2.5 million in VC funding. We experienced over 300%+ revenue growth in 2025 and are on a trajectory to triple again in 2026. We have a market-leading product in our category and have ambitions to become the dominant software in the entire private lending industry.

Baseline is hiring a critical team member to help shape the future of our company: a Customer Support Specialist. This is a full-time, in-person position at our offices in Toronto.

What is a Customer Support Specialist at Baseline?

As a Customer Support Specialist at Baseline, you’ll be responsible for the front line delivery of Baseline’s philosophy of customer obsession. Above all else, you will be tasked with developing an exhaustive understanding of the business practices, workflows, needs and pain points of our clients. Our clients are operators of Private Credit businesses in the US who make real-estate secured loans, primarily to real estate investors and developers.

The majority of your time as a Support Specialist will be spent in these areas:

• Responding to inbound Intercom tickets and emails to resolve customer issues quickly and accurately.
• Writing support documentation, FAQs, and help centre content to improve customer self-serve resources.
• Recording Loom videos to walk customers through key workflows and troubleshooting steps
• Delivering high-quality 1:1 video support for customers when needed.
• Creating Intercom product tours, walkthroughs, and guides that improve onboarding and feature adoption.
• Training and improving the performance of our AI Intercom bot to scale support quality and responsiveness.
• Relentlessly focusing on platform quality and usability by identifying bugs, and usability issues, and rolling up customer feedback to our product & engineering team.

You will also have the opportunity to work on a vast array of other initiatives that help the Baseline business excel, including but not limited to Customer Success, Product, Marketing, and Events.

Here are the character traits we're looking for:

• Exceptional Intelligence
• Obsessive problem-solving
• Tenacity that gets you past roadblocks
• Exceptional communication skills

And here’s where this role is different from the other Support jobs that you’ve likely been looking at.

We’re weighing less for:

• Past professional work experience
• A Support background
• A passion for B2B SaaS or private credit
• The software you’ve used before

If the list of character traits we’ve outlined sounds like you, we’re interested in you for this role, whoever you are.

Why this opportunity?

This is not an ordinary 9-5 role - it’s a chance to help take an early-stage startup from zero to one and define your future career.

Here’s what’s in it for you:

• An opportunity to directly enter the Support team of an extremely fast-growing B2B SaaS company without any prior relevant work experience, based on your skills and characteristics.
• An unmatched career accelerant, giving you direct exposure to and ownership of the most important Support disciplines in a customer-obsessed environment.
• The ability to see the tangible impacts on the overall success of the Baseline business, based directly on your efforts, and the associated sense of purpose and meaning in your work that delivers.
• An opportunity to work on, give input to, and learn about the entire operating methodologies of a fast-growing SaaS startup.
• Massively increased earning potential due to the skills and experience you will develop in this role, both inside and outside of Baseline.
• Empathetic and devoted leadership, coaching and mentoring from technology and finance veterans.

A comprehensive benefits package including 100% coverage for medical, dental, drug, paramedical and vision coverage.

Interested in applying?

This is your first assessment for the role. To be considered, you must email Shaye Wali, Baseline’s CEO, at the email address “my last name @ my company website domain”, cc "talent @ company website domain, with the subject line "CS Specialist Candidate - Your Name" and let me know why you’re a fit for this role based on what you read in this job description (LinkedIn DMs not considered). Despite these direct instructions, a majority of applicants will not follow these instructions and will be immediately eliminated from consideration - so please don’t be intimidated if you see ‘100+ applicants’ on LinkedIn!

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The annual compensation for this role is fixed at $65,000, with an opportunity to earn above-market benchmarks in the future based on your contributions to the continued success of the company.

This is a full-time in-office position, with 5 days a week required at our building located at 507 King Street East, Toronto.