Manager of Customer Service (Chat Team)

San Mateo
Real Estate
Full-Time
Reali was founded with a mission to develop a seamless, transparent, and highly efficient residential real estate and home ownership experience by partnering technology with a customer-centric team and years of real estate experience.



Responsibilities
- Recruit, hire, train, motivate, engage and coach a team of four or more customer care experts
- Supervise day-to-day operations, including but not limited to working within a cloud based ticketing system, communications via our app, scheduling property visits, identification verification, comps, disclosures
- Resolve customer service issues in a timely manner; leveraging resources from across the company
- Partner with Sales and Real Estate teams to set Lead by example; engage regularly with customers to evaluate needs and direction
- Build, develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our customer service modelCreate a team of customer advocates who accurately capture customer feedback
- Share trending requests with Product Management and Engineering; e.g. Gather customer product feedback and communicate with product management to shape product roadmap development
- Efficiently manage time, focusing on essential activities to ensure customer satisfaction and partnership experiences
- Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Reali’s partnership
- Assess service statistics and prepare detailed productivity reports
- Stay up to date on macro-economic trends, real estate industry specific knowledge, and sales training opportunities
- Continuously improve our processes - innovating and identifying new strategies to increase lead conversion

Qualifications
- 4+ years related experience description
- Current people coaching and sales development skillsAmazing time management skills within a fast paced environment
- Team based track records of high customer care NPS 
- Cloud based ticketing initiation and management with one or more of the following (Salesforce, ServiceNow, Hubspot, LiveAgent, AzureDesk, ZenDesk, etc.)
- History of building and maintaining strong relationships with a diverse set of internal and external constituencies 
- Excellent organization, project management, time management, communication, and presentation skills
- Ability to quickly grasp and distinctly explain technological and business concepts
- Excellent phone, written, presentation and overall verbal communication skills 
- Confident, high energy, self motivated and a true team player

Highly Desirable Skills
- Real Estate Domain Knowledge 
- Strategic and problem-solving mindset
- Start-up experience  
- CRM (Salesforce a plus)
Reali is made up of experts and proven technologists who collaborate to deliver transparent, stress-free real estate solutions for buyers, sellers and agents. Headquartered in San Mateo, CA and founded in 2015, Reali supports the entire transaction process from beginning to end with full-service offerings including mortgage, real estate, escrow and more. By merging decades of industry expertise with proprietary technology, the Reali team has developed a suite of intelligent products including the PricePredictorTM tool, which takes the complexity and uncertainty out of buying a home. Reali has cemented a winning reputation with an A+ from the BBB and was voted one of 2019’s Best Places to Work.*

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.