Agent Experience, Support

Real • Newark, CA

1d

About The Position

We’re seeking an Agent Experience, Support team member to join Real’s Operations organization. In this role, you’ll be a primary support resource for Real estate agents, partnering with internal teams to resolve issues, answer questions, and improve the day-to-day agent experience.
This position is well suited for someone with experience as a transaction coordinator, settlement specialist, or agent assistant who understands the U.S. real estate transaction process.

Requirements

• A strong service mindset and genuine passion for supporting agents and their businesses.
• Clear, professional written and verbal communication skills, with strong listening abilities.
• Strong problem-solving skills and sound judgment in a fast-paced support environment.
• High attention to detail and strong organizational skills.
• Ability to manage multiple requests and priorities simultaneously.
• Comfort building trust and credibility with agents and internal partners.
• Interest in real estate technology and evolving industry tools.
• 2–4 years of experience in customer support, client success, or client-facing roles.
• At least 1 year of real estate industry experience, such as agent assistant, transaction coordinator, or settlement specialist.
• Working knowledge of the U.S. real estate transaction process.
• Ability to quickly learn new systems, tools, and real estate concepts.
• Candidates must be based in the U.S. to be considered.
• Ability to sit for long periods of time.

Nice To Haves

• Bachelor’s degree preferred.
• Experience with customer support platforms, such as Zendesk, preferred.
• Proficiency with Google Workspace preferred.
• Bilingual skills are a plus, with Spanish language proficiency preferred.

Responsibilities

• Respond to agent inquiries submitted through support tickets and email, with accuracy and efficiency.
• Collaborate with fellow Agent Experience, Support team members to ensure timely resolution of agent issues.
• Escalate complex or specialized requests to appropriate internal teams (e.g., Onboarding, Marketing, MLS, Engineering).
• Conduct remote product, platform, and program walkthroughs with agents via Zoom or Google Meet, as needed.
• Identify recurring issues and agent pain points, partnering with your manager and team to recommend process improvements.
• Support agents in effectively using Real’s technology, tools, and services, to achieve positive business outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level