About the company
Join a customer-focused team dedicated to helping real estate professionals grow their businesses through technology, data-driven insights, and personalized support. The role is listed on behalf of a partner company based in the United States.
Responsibilities
- Guide new partners and real estate agents through onboarding and early-stage platform adoption, including Follow Up Boss and Zillow Home Loans
- Respond to partner and agent inquiries through phone, email, and case management systems
- Manage outreach queues triggered by data-based performance signals and complete timely follow-ups
- Reinforce program recommendations, platform best practices, and operational procedures using approved playbooks
- Use reporting tools and metrics to monitor partner activity and assess performance
- Maintain accurate records of partner interactions, support cases, and resolutions
- Recognize recurring or complex issues and route them through appropriate channels
- Work closely with teammates and internal support functions to meet SLAs
- Identify recurring questions and workflow challenges and share structured feedback
- Meet productivity, response-time, resolution-time, and documentation-quality targets (at least 90% of weekly KPIs)
Requirements
- At least two years of experience in customer success, customer support, account coordination, or similar customer-facing position
- Experience supporting multiple customers or external partners in a fast-paced environment
- Experience with CRM platforms or ticketing systems, Salesforce preferred
- Comfortable recording customer interactions and managing tickets
- Strong written and verbal communication skills
- Excellent attention to detail, prioritization, and follow-up skills
- Ability to interpret basic performance data and recognize trends
- Comfortable working in a changing, technology-driven environment
- Ability to work within a shared team structure
- Preferred: background in real estate