Manager, Customer Support Services

Job Summary:

The Manager of Customer Support leads and manages a team of Tier 1 and Tier 2 Support Specialists providing essential coaching to ensure exceptional product knowledge and premier customer service. Participates in all technology product roll outs by putting operational processes and training in place. Handles escalated customer concerns and manages through to resolution. Manages vendor and internal product team relationships and processes. Responsible for the effective reporting and storytelling from the Support team to senior leadership. Ensures RE/MAX Affiliates/Agents are provided an exceptional customer experience.

Essential Duties:

• Manage a large team of Tier 1 and Tier 2 Support Specialists
• Consistent and effective collaboration with leadership and cross-functional departments/vendors
• Plans, prioritizes, delegates, and schedules support team tasks to ensure continuity of service
• Lead, direct, evaluate, and develop support team staff through focused training to ensure that users receive competent and timely service
• Accountable for conversations with both team members and the business as needed
• Analyze support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
• Accountable and responsible for consumer support and customer relations services
• Build and provide statistics and key metrics used to define customer experience and future opportunities
• Evaluate and recommend new and differentiating service offerings that evolve the support model
• Liaison with key vendors to ensure process adherence and service delivery
• Liaison with internal Salesforce team to drive future capabilities aimed at exceptional customer experiences
• Accountable and responsible for management of customer escalations and resolution

Job Qualifications:

• Bachelor’s or Associate’s degree preferred
• 4+ years supervisory experience preferred
• 2+ years experience in product delivery environment
• Experience coaching and developing employees
• Ability to recognize problems and recommend solutions
• Ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing
• Ability to establish and maintain effective working relationships with co-workers, stakeholders, customers, and vendors
• Capability to maintain professionalism under stressful situations
• Exceptional decision-making skills
• Strong organizational and prioritization skills
• Strong prioritization, time management skills and ability to delegate effectively
• Thrives in a fast-paced environment and focused on constantly improving environment
• Ability to conduct research into systems issues and products as required
• Ability to communicate ideas in both technical and user-friendly language
• Highly self-motivated and directed, with keen attention to detail
• Obsessed with delivering an incredible customer experience
• Effectively leverage resources to identify patterns and isolate developing trends, identifying opportunities for procedural changes within the team as well as cross-functionally with other departments
• Assists in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of the production ready products
• Must be able to work until 6pm Monday – Friday, as well as occasional weekend hours

Supervisory Responsibilities:

Physical Requirements:

• Must be able to work in hybrid environment
• Must be able to establish a professional and dedicated workspace for remote work

Travel Requirements:

• Occasional travel for events (up to 10%)

Hire Range/Rate:: $76,500-$100,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

Benefits Offered

• Competitive medical, dental and vision benefits
• 401(k) and Roth 401(k) retirement plans with optional company match
• Health savings account with a company contribution
• Flexible spending accounts (medical, dependent care and transportation)
• Company-paid maternity, adoption, foster and parental leave
• Educational assistance
• Student Loan Support Services
• Paid employee assistance program
• At least 9 paid holidays, and potential for up to 16, including discretionary early closures before holidays and company events. (More than your average company!)
• MORE Time Away Program gives employees flexibility around time off needs and lets employees take time off as they need it, rather than waiting for accruals
• ClassPass discount and monthly subsidy
• Free covered garage parking (car chargers and bike racks available)
• And More!

Now is your chance to become part of a world-class, industry leading organization. RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, training, and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your innovative ideas are valued, and hard work and collaboration truly makes a difference. Nobody in the world sells more real estate than RE/MAX!*

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado. Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!

RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. All persons shall be afforded equal employment opportunity.