Support Services Specialist (100% Remote)

Our Customer is a tech real-estate marketplace company with a portfolio of the largest and most vibrant real estate and home-related brands on the web and mobile. The company’s brands focus on all stages of the home lifecycle: renting, buying, selling, financing and home improvement. They are committed to empowering consumers with unparalleled data, inspiration and knowledge around homes, and connecting them with the right local professionals to help.


We are seeking a Support Services Specialist on a contract basis to support our Customer’s business needs. This role is 100% remote.

In this role, you will play a part in addressing challenges and providing valuable education to NYC real estate professionals, customers, and internal teams by supporting the products and services. This multifaceted position is divided into two key areas: Account Management and Program Management.

Account Management:

• Your focus will be on addressing the needs of the users, ensuring they receive exceptional support.
• You will be responsible for essential account activities such as account and listing maintenance, onboarding, educational initiatives, and the identification of site feedback and bugs.

Program Management:

• Dive into the realm of program oversight processes where you will be responsible for maintaining quality of service for various operations that drive key business functions.
• You’ll help oversee Listing Approvals (FRBO/FSBO and Listing Verification), managing and enforcing the Agent and Brokerage Accountability programs, and implementing Listing and Account Quality Control measures.

If you are driven by a passion for problem-solving, education, and collaborative team efforts, this role offers a unique opportunity to make a significant impact within the real estate industry.


Responsibilities:

• Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts for the brands.
• Recognize problems, find resolutions, and provide feedback for site improvements to product teams.
• Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction.
• Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands.
• Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience.
• Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas.
• Maintain relationships with landlord partners to ensure they are set up for success, and happy with the products and services.
• Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners.
• Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising.
• Identify potential revenue opportunities for the business under the Support Services purview.
• Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders).

Skills/Qualifications:

• MUST have 3+ year of virtual customer support experience
• Previous experience in customer service or client support roles.
• Comfortable simultaneously managing high volumes of customer contact through email and live chat and prioritizing tasks effectively.
• A teammate who can communicate effectively with internal and external stakeholders and can adapt quickly to change.
• Excellent customer service and creative problem-solving skills; you’re organized, timely, empathetic, inventive, savvy, and love finding new ways to tackle issues.
• Passionate about educating others and upholding policies to ensure compliance and a positive user experience.
• Ambiguous and ready to proactively identify opportunities that will contribute to business goals.
• Proficiency in the Google Drive suite of tools.
• Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter).
• Have a desire to understand the New York City real estate market.
• Zendesk or other CRM is big PLUS

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.