Support Manager – Redfin (Tampa)

As a Support Manager, you’re responsible for building and maintaining exceptional real estate customer service teams. You’ll be responsible for the growth and development of your teams, driving team performance, and acting as an escalation point for issues and resolving them as they arise.
You will report into the Regional Support Manager and will be responsible for 1-2 teams, which may include Support Agents, Tour Coordinators, Listing Coordinators, and Transaction Coordinators, depending on the market structure. In addition, you will continue to maintain your expertise in transactions, contracts, and Redfin’s tools and services.

 

ESSENTIAL FUNCTIONS INCLUDE THE FOLLOWING:
  • Manage a team of support staff which could include, but is not limited to the following:
    • provide real estate guidance, customer service coaching, and business expertise as needed
    • responsible for onboarding and training new team members on contracts and local business market characteristics and determine when the employee is ready to begin their workload
    • perform regular meetings with individuals and team; shadow team members on the job to ensure best practices are being used, provide real-time troubleshooting for customer-related issues as needed
    • manage team’s performance by using data and metrics to spot trends, weaknesses and strengths among your team; combine data/metrics with what you learn shadowing your team to identify/address issues and best practices; reinforce and hold your teams accountable to Redfin’s current service offering;identify performance issues, initiate and conduct performance improvement plans and reviews in conjunction with guidance from HR and Manager
  • Other duties as assigned.
Internal: Frequent contact with Redfin employees including trainers, other department coordinators, managers, and local market leaders.

External: Regular contact with customers, clients, and other vendors in the Real Estate industry.

Supervision of Others: Has direct supervision of employees.

Travel Required: Up to 10%. Additional travel may be required.
KNOWLEDGE, SKILLS and ABILITIES:
  • Knowledge of Real Estate transactions
  • Internal candidates must have been in their role for at least six months
  • Proven ability to guide clients through a Real Estate purchase
  • Familiarity with technology including email, computers, and smartphones; not afraid to jump in and learn a new system, able to learn and adopt new technology practices
  • Excellent communication skills, written and oral
  • Ability to interact and build relationships with all levels of management, associates, industry peers, direct reports, and clients
  • Experience in leading and developing a team
  • Familiarity with using metrics and data to assess performance
  • Ability to multitask, prioritize, and manage time appropriately
  • Excellent problem solving skills
  • All Support Managers are required to maintain an active license and memberships with board and MLS affiliated with Redfin as required by your state.

 

Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of a normal office environment. No environmental hazards are encountered in performance of normal job duties.
Work normally requires finger dexterity and eye-hand coordination to operate computer keyboard at moderate skill level. Work may require occasional pushing, pulling, or carrying 20-pound objects such as files, documents, and computer print-outs. Work typically involves sitting most of the time but may involve standing and walking for brief periods of time.
Redfin is an equal opportunity employer.
Exemption: This position is considered exempt due to the primary duties including the exercise of discretion and independent judgment with respect to matters of significance and general management.