Customer Support Manager - US Real Estate

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Work Schedule: 6:30PM to 3:30AM IST

Location: India - Remote

Job Summary: 

We are seeking an Onboarding and Support Manager to join our Operations team at Real. You will be responsible for managing a team to help onboard our agents to Real; perform administrative tasks; and provide troubleshooting and guidance to common agent questions. You will be responsible for training the team, handling escalations, and helping to clarify and develop SOPs to improve the team’s performance. The ideal candidate has experience managing a support team or back-office team; ability to understand and develop processes; and can motivate and manage a team to deliver. 

Duties/Responsibilities - 

• Team Leadership & Development: Oversee our India-based Onboarding and Support teams. Build and develop a high-performing team, providing mentorship, guidance and support. Foster a positive work environment that encourages innovation, collaboration and continuous learning.

• Performance Monitoring: Work with the operations team to implement key performance indicators (KPIs). Regularly monitor performance both at a team and individual level to ensure we are meeting or exceeding KPIs, and addressing misses accordingly.

• Escalation: Serve as an escalation point for the onboarding + support teams in difficult situations that are unable to be diffused.

• Quality Control & Training: review satisfaction surveys and feedback from other departments to train the team and improve SOPs to improve the teams’ output.

Required Skills/Abilities: 

• Passion for serving agents and delivering exceptional experiences.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.

• Strong problem-solving abilities.

• Demonstrated ability to lead by example, understanding that your people are your best asset for success.

Education and Experience: 

• 8+ years of experience in customer experience or back-office process management.

• B.A. or B.S. degree preferred but not mandatory, high school diploma or equivalent GED mandatory.

• Bachelor’s degree or higher in business analysis, business administration, finance or related field.

Must Have: Ability to truly encompass our Company Core Values 

• Work Hard. Be Kind 

• “We” are bigger than “me” 

• Tech x Humanity 

Physical Requirements: 

• Sit for long periods of time 
  

Real is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.