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Technical Support Manager

eXp Realty is The Agent-Owned Cloud Brokerage®, an international real estate company operating in over 40 states and Canada that provides real estate agents and brokers with 24/7 access to collaborative tools, training, and socialization through their industry first 3-D, fully-immersive, cloud office environment. Owned by eXp World Holdings, Inc. (OTCBB: EXPI), eXp Realty provides real estate professionals with an undeniable value proposition, that has resulted in the Company more than doubling its size over the past year.

This role at eXp Realty offers the opportunity for you to be an integral part of driving its continual growth and change the real estate brokerage industry!

We are looking for a Technical Support Manager to represent eXp Realty as a front-line organization to assist agents and brokers with the technology tools that are provided.  This is a leadership role managing a team of 6-10 team members.  World-class customer service / experience is required for every interaction with strong problem solving skills, empathy and urgency to every engagement.  

MAJOR FUNCTIONS

  • Define and oversee daily operations to ensure technical support team is delivering accurate, efficient and effective engagement with agents and brokers
  • Manage team consisting of Tech Support Reps who work remotely across geographies
  • Coach and develop team – move team from transactional engagements to robust agent experiences
  • Drive team collaboration and establish strong community amongst team – driving a positive culture
  • Drive company’s core values and establish agent experience design principles in all team functions
  • Update and establish Standard Operating Procedures for daily function
  • Create, maintain and execute on new Tech Support Rep onboarding plan for new employees
  • Assess and optimize team function, organization and update roles and responsibilities
  • Orchestrate cross-functionally to deliver solutions for escalations or complex issues
  • Engage direction with agent/broker for escalations and/or coordinate with eXp escalation team for resolution
  • Identify and create new workflows, business processes, tools enhancements / gaps to drive scale and quality for transaction management
  • Serve as point of contact with Product / Engineering team to define future systems needs for organization
  • Define, develop and measure KPIs and other measures of success (quality and NPS)
  • Drive change management for buy-in, adoption and team success

OTHER JOB FUNCTIONS:

  • Accurately process and record all agent engagements using a computer and designated tracking software
  • Research required information using available resources
  • Follow standard processes and procedures
  • Redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining agents/brokers’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with eXp Realty technology information, changes and updates

JOB REQUIREMENTS:

  • BA/BS degree in Computer Science or related field
  • Project Management Certification or related experience
  • 3-5 years in a high-volume, technology leadership role with focus on delivering a world-class customer service / experience
  • Ability to analyze and synthesize data to make metric-driven business decisions
  • Ability to deliver and present summary of business results to varying levels of leadership within eXp
  • Critical thinker with aptitude to deliver agile solutions
  • Excellent c-level written, verbal and organization communication
  • Ability to work remotely with no direct in-person supervision
  • Real Estate background or relevant experience a plus

EEO:

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

 

 

 

 

 

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