Customer Support Manager - US Real Estate

As a Customer Support Manager at Real, your primary responsibilities include overseeing the onboarding and support teams, facilitating training, handling escalations, and monitoring performance to meet KPIs. You will work closely with the operations team to ensure agents are equipped with the support they need and to foster a positive environment for continuous improvement.

Candidates applying for the Customer Support Manager position at Real should ideally have over 8 years of experience in customer service or back-office process management. A Bachelor’s degree in business analysis or a related field is preferred, while a high school diploma or GED is mandatory. Strong leadership, communication skills, and a passion for enhancing agent experiences are crucial.

To excel as a Customer Support Manager at Real, you'll need to develop your team's performance through mentoring and training. Implementing and monitoring KPIs, fostering innovation, and ensuring exceptional agent support will be key to your success. Strong communication and problem-solving skills will enable you to handle escalations effectively and motivate your team.

The work schedule for the Customer Support Manager role at Real is from 6:30 PM to 3:30 AM IST. This timing aligns with our operations supporting U.S. agents and allows you to make a significant impact during key hours of agent engagement.

At Real, the culture emphasizes collaboration, kindness, and continuous learning. The Customer Support Manager will play a vital role in fostering this environment, encouraging teamwork, and supporting their team members to innovate and grow their skills continuously.

As a Customer Support Manager at Real, you will utilize various tools for performance tracking, team communication, and support ticket management. Familiarity with customer relationship management (CRM) software will aid in efficiently handling agent inquiries and streamlining support processes.

There are abundant growth opportunities for a Customer Support Manager at Real. By excelling in leadership and team development, you can pave the way for promotions within the operations team, potentially moving into higher managerial positions within the rapidly growing company.

In handling an escalation from an agent, I would first listen actively to their concerns, validate their feelings, and ensure they feel heard. Then, I would assess the situation, identify the root cause, and work collaboratively with them to find a resolution, ensuring clear communication and follow-up until the issue is completely resolved.

To motivate my team, I believe in recognizing individual strengths and achievements while providing opportunities for growth through training and mentorship. I also encourage open communication, involving the team in decision-making processes and setting clear goals for collective success.

At my previous job, I noticed that response times for agent queries were lagging. I analyzed the workflow, identified bottlenecks, and collaborated with the team to develop streamlined SOPs. This not only reduced response times by 30% but also enriched overall agent satisfaction.

For performance monitoring, I establish relevant KPIs aligned with our service goals. I conduct regular check-ins and review performance metrics to provide constructive feedback, ensuring everyone is on track and addressing any areas that need improvement promptly.

When conflicts arise within the support team, I focus on facilitating open discussions where all parties can express their views respectfully. I guide the conversation towards finding a mutually agreeable solution and ensure that we learn from the experience to prevent similar issues in the future.

I believe empathy is the most crucial quality for a Customer Support Manager. Understanding the challenges agents face allows for better support and creates a strong rapport, which ultimately leads to higher satisfaction and retention rates.

To keep my team updated on the latest policies, I implement regular training sessions and create a centralized resource center with accessible documentation. I also encourage open forums for discussion where team members can clarify doubts and share insights on the application of new policies.

The success of my support team is measured through various metrics, including agent satisfaction surveys, response times, resolution rates, and compliance with established KPIs. This multi-faceted approach helps identify strengths and areas for improvement.

Technology plays a pivotal role in support management, enabling efficient ticketing systems, real-time communication, and performance tracking. By leveraging these tools, I can monitor workflows, analyze data, and ultimately enhance the overall support experience for agents.

I am drawn to Real's mission of revolutionizing the real estate experience and I admire the culture of innovation and teamwork. I want to contribute my expertise in support management to help agents thrive, making their processes seamless and ensuring their satisfaction while growing within such a dynamic organization.