Team Services, Lead

eXp World Holdings, Inc.

5d•Remote

About The Position

As a Team Services Lead, you will oversee designated Team Services Analysts who support multiple real estate teams. In this role, you will provide leadership, guidance, and operational support to ensure the efficient and effective management of workflows across the Team Services function. You will play a key part in driving service excellence, fostering collaboration, and ensuring that agents and team leaders receive consistent, high-quality support.

Requirements

Bachelor’s degree and a minimum of 5 years of related experience; or equivalent combination of education and experience.
Excellent written and verbal communication.
Strong critical thinking and problem-solving skills.
Exceptional attention to detail and commitment to quality.
Agile, collaborative, and customer-focused mindset.

Nice To Haves

Prior experience in real estate operations or a related field.
Proven track record in leading or mentoring others in a remote work environment.
Strong familiarity with G Suite, with proficiency in Trello or similar workflow tools preferred.

Responsibilities

Lead, mentor, and develop Team Services Analysts to achieve performance goals and deliver exceptional service.
Foster a collaborative, high-performance culture built on accountability, clear communication, and professional growth.
Conduct regular team meetings and one-on-one check-ins to provide feedback, assess workload balance, and promote engagement.
Oversee the day-to-day management of teams, ensuring that every interaction is handled with professionalism, care, and attention to detail.
Manage schedules and ensure appropriate coverage across assigned regions.
Monitor workflows and ensure all tickets, tasks, and transitions are completed accurately and on time.
Serve as the primary point of contact for assigned regions, maintaining open and transparent communication with agents and internal partners.
Act as the liaison between Team Services and agents, addressing inquiries, concerns, and escalations in a timely and professional manner.
Build trust and strong working relationships with team leaders and stakeholders across the organization.
Communicate process changes, updates, and service expectations effectively to ensure alignment and clarity.
Provide onboarding, training, and mentorship for new and existing staff to ensure consistency in processes and service delivery.
Create, update, and maintain training materials, guides, and internal resources to support ongoing team development.
Plan and facilitate weekly training sessions, develop content, and assess knowledge through quizzes and evaluations.
Promote a learning culture by identifying skill gaps and recommending additional development opportunities.
Act as an escalation point for complex issues, collaborating across departments to identify effective solutions.
Evaluate processes to identify inefficiencies and recommend improvements for workflow optimization.
Support adoption of new tools, systems, and procedures, providing training and reinforcement as needed.
Demonstrate initiative and accountability in identifying opportunities to enhance service quality.
Maintain coverage schedules for assigned regions.
Monitor onboarding and transition workflows for new and existing teams.
Ensure all team data and documentation remain accurate and up to date.
Review tickets for quality and timeliness, providing feedback as needed.
Track attendance at meetings and follow up on assigned actions.
Assist with planning and facilitating team meetings and trainings.
Develop and maintain training content, quizzes, and resources.
Support process updates and ensure adoption across the team.
Complete other projects as assigned.
Serve as a subject matter expert in your area of focus.
Manage time and workload effectively to meet performance goals.
Communicate proactively and professionally across teams and leadership levels.
Uphold company standards of confidentiality, data integrity, and professionalism.
Demonstrate ownership, initiative, and adaptability in all assigned responsibilities.