About the role

Dono is hiring a remote Senior Title Specialist to own every client order from intake to delivery, and to be the client's day-to-day point of contact for it. Dono is an AI-powered title search and commitment production platform serving US title agencies, underwriters, and law firms across 11 states.

The role reports to Chris, Dono's Production Manager. It escalates title judgment calls and relationship issues to Chris, who passes systemic issues to Paul to fix through documentation and R&D.

What you'll own

The role has four parts. Orders and client communication take most of the day; tracking and invoicing run off the same order data.

Orders, end to end

• Own supporting the BPO on every order from intake to delivery: assignment, the exception queue, turnaround, and stuck orders.
• Coordinate with the production floor (our BPO partners) so orders keep moving.
• Escalate title judgment calls to Chris with full context.

Client communication

• Run the client support inbox during US business hours, with a response target of under 1 hour.
• Handle ETAs, status questions, ground requests, no-finds, and revisions.
• Answer basic title questions directly.
• Log every escalation in one shared place, by client and cause.

Client tracking

• Track order volume per client against that client's normal level, and flag drops early.
• Track complaints, revisions, and turnaround issues by client.
• Send a weekly client health report to Chris and Tali.
• Keep each client's page current: SOP, escalation history, open items.
  

Who we're looking for

Must have

• 5+ years in US title: processor, examiner, closer, or transaction coordinator.
• Fluent, clear written English. Most of this job is writing to US clients.
• Comfortable with spreadsheets and numbers: spotting a missing fee or a duplicate order matters.
• Available to work US Eastern business hours.
• Experience in title search and title exam
• Experience on multiple title production platforms, working inside client systems, not only behind the scenes at a BPO.
• Experience across multiple functions, such as search, exam, typing, and tax, with a clear grasp of the full process from start to finish.
• Title problem solving: working client escalations to find and fix the root cause.

Nice to have

• Familiarity with Qualia, Stripe, or a shared inbox tool.
• Experience on the client-facing side, not only heads-down production.