Provide multi-channel inbound support and onboarding for real estate clients, troubleshoot platform and digital-signing issues, maintain CRM records, author knowledge-base content, and escalate or route users to appropriate agents.
We are expanding our distributed team and looking for an ambitious, empathetic Remote Customer Support Specialist. If you love solving puzzles, master new software tools instantly, and want to help scale a modern brand, we want to meet you!
You will have full ownership over our inbound communication queues, helping real estate clients and internal agents navigate our digital platform.
What You’ll Do Day-to-Day:
- Own the Queue: Manage and resolve incoming customer and internal agent inquiries via email, live chat, SMS, and video channels (using tools like Intercom, Help Scout, or Zendesk).
- Tech Guide: Act as a platform expert, guiding clients through setting up accounts, accessing secure digital signing portals (Dotloop/DocuSign), and troubleshooting data forms.
- CRM Optimization: Maintain a clean, real-time database of client interactions within our core CRM (KvCORE/HubSpot) to ensure internal sales teams have flawless data.
- User Onboarding: Interface with incoming property buyers and sellers, running quick discovery chats to organize their data profiles and route them to the perfect agent.
- Build the Knowledge Base: Author helpful internal FAQs, help center articles, and video walkthrough snippets to empower users to self-serve.
Requirements:
- Experienced: 1+ years of customer support, tech support, or client-facing operations experience (experience at a SaaS, startup, or PropTech agency is a massive plus!).
- Tech-Savvy: You adapt to new software seamlessly. You know your way around modern ticketing tools, CRMs, and Slack/Google Workspace.
- Good Communication: You possess good written and spoken English. You can explain complex, multi-step contract processes in simple, friendly, and human terms.
- Independent Operator: You thrive in an asynchronous, remote work environment. You don't need micromanagement to stay organized and hit metrics.
The Perks & Benefits:
- Competitive, Transparent Pay: Stable base salary with clear annual performance-based scaling bonuses.
- Employee Real Estate Rebates: Buying, selling, or renting a home? Get internal brokerage commission rebates and discounted fees to save thousands on your personal property moves.
- Sponsored Real Estate Licensing: Want to level up? High-performing team members get full company sponsorship for real estate school tuition, pre-licensing courses, and continuing education.
- Work From Anywhere: 100% remote freedom with standard, predictable East Coast core collaboration hours.
- Home Office Stipend: Cash allowance to upgrade your desk setup, monitor, or high-speed internet.
- Uncapped Growth: Direct path into Customer Success Management or Ops Leadership as our digital footprint expands.
- Generous PTO: Paid vacation days, holidays, and sick leave to keep you refreshed.
- Employee Assistance Programs (EAPs) and Supportive team culture.
- Performance Bonuses.
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