About this role
Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes.
The facts that speak for themselves:
We’ve funded over $110 billion in loans (more than any other fintech in the US!)
Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry
Better’s propriety AI platform makes us an award-winning lender:
Fintech Breakthrough Award 2025: Best Lending Innovation
Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval
Yahoo! Finance (2025): Best Online Mortgage Lender
Money Magazine (2025): Best for fast closing
Forbes (2023): Best Online Mortgage Lender
We’re building the future of home finance - and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.
Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes.
The facts that speak for themselves:
- We’ve funded over $110 billion in loans (more than any other fintech in the US!)
- Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry
- Better’s propriety AI platform makes us an award-winning lender:
- Fintech Breakthrough Award 2025: Best Lending Innovation
- Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval
- Yahoo! Finance (2025): Best Online Mortgage Lender
- Money Magazine (2025): Best for fast closing
- Forbes (2023): Best Online Mortgage Lender
We’re building the future of home finance—and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.
Role Summary
The Tinman Support Specialist provides after-hours for Better’s partner banks and internal users of the Tinman loan-origination platform. The role ensures coast to coast coverage by monitoring helpdesk and bug-report queues, performing initial triage, resolving routine issues, and escalating complex or pricing-related items to the U.S. Client Performance Manager team. This role focuses on tinman function support - not client management, training, or product decisions.
Key Responsibilities
· Monitor Tinman helpdesk and bug-ticket queues during India business hours/U.S. off-hours 6:00 PM – 3:00 AM Eastern Time (New York, NY).
· Review, categorize, and assign tickets following established workflows.
· Resolve Tier-1 issues (login/access, navigation errors, basic workflow troubleshooting).
· Escalate pricing, configuration, or partner-specific workflow issues to the Client Performance Manager.
· Provide clear and timely ticket status updates to users.
· Support testing of new features, fixes, and releases; document results and report issues.
· Identify inefficiencies or recurring problems and suggest improvements to internal processes.
· Collaborate with cross-functional teams for knowledge sharing and continuous improvement.
· Perform routine quality checks on tickets, workflows, and release testing, including the validation of bugs, confirming accurate categorization, verifying fixes, and monitoring recurring patterns.
Work Schedule
· 6:00 PM – 3:00 AM Eastern Time (New York, NY)
· Occasional overlap with U.S. team meetings for alignment and knowledge sharing
Required Skills & Experience
· 2–4 years in tinman support, product operations, QA testing.
· Strong troubleshooting and analytical skills with attention to detail.
· Experience using ticketing and QA systems such as Jira, Zendesk, or Freshdesk.
· Excellent written and spoken English; able to summarize issues concisely.
· Required familiarity with financial services or lending platforms
· Ability to work independently while following established escalation paths
Company Benefits
In Office Perks
Experience our comprehensive office perks, including daily meals and transport facility for commuting to and from the office, available for all employees coming to the office.
Health & Well-being
Our comprehensive medical plan is available for you, your spouse and dependents. Employees are covered under Mediclaim, Group Term life insurance and Accidental insurance.
Other Perks at Better
Experience flexibility with our night shift allowance, work from home allowance and transportation allowance, where applicable. We prioritize your convenience.