Location: Hingham, Massachusetts 02043
Work Arrangement: Remote / Work from Home
Employment Type: Full-Time
We are searching for a Client Support Specialist superstar to serve as a strategic support liaison between our real estate agent, brokerage and escrow clients and our internal Support & Implementation specialty teams. This role goes beyond day-to-day help desk ticket resolution, you'll own complex escalations and help shape support processes & documentation that scale our operation across a growing product portfolio. You'll provide expert-level support and troubleshooting across email, live chat, and phone channels, lead client training and implementations when needed, and act as a subject-matter authority when issues require deeper platform knowledge or judgment calls. Ideally this individual will reside on the West Coast (Pacific or Mountain time preferred) so as to support our client base working hours.
- Serve as a trusted product support advisor to real estate agents, brokerage staff, buyers, and sellers, developing strong working relationships through both how-to product guidance and technical troubleshooting. Strong analytical skills are important
- Own queue triage and prioritization, making judgment calls on complex or high-stakes tickets and knowing when to escalate issues based on urgency & SLAs
- Deliver excellent customer service, individually and as part of a team, through email/ticketing, live chat, phone, and video support. Troubleshoot, document, and escalate platform issues to the right internal teams, and assist with client implementations as needed
- Maintain deep expertise across our 6+ products, serving as a go-to resource when others need help retaining or applying that knowledge
- Proactively identify opportunities to bring AI into daily work for efficiency, data analysis, or content generation
- Educate and train real estate professionals virtually on best practices and platform strategy, communicating new concepts clearly and confidently
- Create videos, written guides, and other training materials to support client education and self-service
- Partner with technical and non-technical stakeholders, internally and externally, to resolve system and business issues
- Gather client feedback and collaborate cross-functionally with Product, Sales, Marketing, and Account Management to drive continuous improvement and growth
- B.A. or B.S. degree in a relevant field with technical support experience or 5+ years of technical customer support or client experience is required; this is not an entry-level position.
- Availability to work evening and weekend hours
- Demonstrated ability to troubleshoot complex, ambiguous issues independently and deliver solutions with clear business impact
- Excellent written, verbal, listening, and presentation skills with the ability to adapt style and depth for any audience, from frontline agents to executive stakeholders
- Genuine commitment to delivering world-class client support
- Proven ability to manage multiple, shifting priorities in a fast-paced environment while staying self-motivated and driven to exceed goals
- Track record of working independently while also raising the performance of your team
- Experience becoming a product expert across multiple offerings, with strong knowledge retention and adaptability as products evolve
- You have a strong track record of senior-level customer support experience, ideally in a start-up or scaling environment
- You love real estate, being a subject matter expert is a strong asset here
- You love technology and have a demonstrated ability to master complex platforms quickly and deeply
- You communicate with clarity and confidence. You speak clearly, can explain complex tasks simply, and adapt your style to any audience
- You have experience designing or delivering live/virtual training
- Familiarity with support ticketing platforms such as Zendesk and G Suite
- You have a tech-forward mindset with a strong desire to learn and integrate AI tools into daily processes to work more efficiently
- Health, Dental and Vision Insurance
- Employer sponsored 401K plan
- Generous and flexible PTO
If you meet the qualifications and are excited about this opportunity to provide exceptional client support, we encourage you to submit your application. Please include your resume and a brief cover letter highlighting your relevant experience and commitment to professional client service.
