Marketplace Support Manager

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Job description

Description

Ideal candidates for Inside Real Estate's Marketplace Support Manager are customer-centric leaders with a passion for residential real estate. The Marketplace Support Manager will work closely with the Marketplace team to ensure all Specialists are experts of all Inside Real Estate add-on services, accountable for their workload, and productive. Additionally, the Marketplace Support Manager will help to gather customer intelligence and work cross-functionally with other IRE leaders to increase adoption and retention of IRE add-on services to build long-term customer value.

Requirements

As the Marketplace Support Manager, you will be responsible for:

• Driving performance of the Marketplace Support Team in order to meet all KPIs.
• Developing the knowledge and skill set of the Marketplace Support staff so that each individual is an expert in both the technical and business value aspects of IRE add-on services.
• Coordinating with the Product team to hold regular team training and coaching sessions on existing and new Marketplace products and features.
• Handling customer complaints and problems with the utmost urgency
• Driving new Marketplace sales through Support Team customer interactions and touches
• Maintain deep product expertise on all kvCORE product updates and rollouts
• Working successfully with other leaders at Inside Real Estate.
• Communicating customer issues with appropriate departments and escalate as necessary to Development, Advertising, Implementation, Onboarding, or Customer Success teams
• Analyzing case content and customer/rep interactions for ongoing process and performance improvements
• Collaborating with other Support leadership to improve the overall customer support experience and internal communication between teams
• Displaying exemplary phone, email, and chat service skills
• Displaying professionalism in all written and verbal communications
• Holding weekly meetings with your team
• Holding monthly and annual performance reviews with assigned Specialists
  

What Is Measured

As Support Manager, you will be responsible for the following metrics at the team and individual levels:

• Customer Satisfaction
• Customer Response Times
• Support Resolution Times
• 1st Contact Close Rate
• Rep Knowledge and Training
• Proper execution of internal processes by your assigned team
• Rep production and efficiency metrics
  

Qualifications And Skills Required

• 5+ Years of Customer Service experience
• 3+ Years of Customer Support Management experience in a SaaS or Software Company environment
• Residential Real Estate knowledge and experience preferred
• Deep, proven proficiency with modern, web and mobile technologies
• Ability to give instructions to a non-technical audience
• Strong interpersonal skills
• Attention to detail
• Focus on deadlines
• Superior professional communication skills (written and verbal)
• Ability to multi-task
• Ability to work independently
• Ability to work in a fast-paced environment
• Knowledge of Google Docs, Sheets, G-Mail
• Knowledge of Salesforce
• Knowledge of Intercom is preferred
• Bachelor's degree is required
  

Benefits

Benefits

• Potential for growth
• Exciting/energetic work environment and fun, creative culture
• Health insurance, Dental, Vision, Life, and 401k benefits
• Paid Holidays and Paid Time Off
  

Eeo

We believe that the unique contributions of all Insiders is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

Covid-19

If you are hired, and your position demands business travel &/or meeting/working at an office location, we will require you to prove that you have received the COVID-19 vaccine or have a valid religious or medical reason not to be vaccinated. Please do not reveal any information about your vaccination status at this time.