Growth Specialist I, Preferred

Accountabilities

Partner Onboarding and Platform Adoption: Guide new partners and real estate agents through onboarding, initial setup, and early-stage adoption of relevant platforms and services, including Follow Up Boss and Zillow Home Loans. Explain key features, workflows, available resources, and recommended next steps to support a smooth onboarding experience.
Customer Support and Inquiry Resolution: Respond to partner and agent inquiries through phone, email, and case management systems. Provide accurate guidance within established procedures and escalate technical, account-related, or complex issues to the appropriate support teams.
Proactive Partner Outreach: Manage outreach queues triggered by data-based performance signals. Review available information, prioritize contacts according to established criteria, and complete timely follow-ups to ensure partners receive consistent support.
Operational and Performance Guidance: Reinforce relevant program recommendations, platform best practices, and operational procedures using approved playbooks. Help partners understand performance indicators and identify appropriate next steps within the scope of the role.
Performance Monitoring and Reporting: Use reporting tools and available metrics to monitor partner activity and assess performance within assigned workflows. Identify emerging trends, flag potential concerns, and communicate relevant observations to the appropriate stakeholders.
Case Documentation and Recordkeeping: Maintain accurate, complete, and up-to-date records of partner interactions, support cases, outreach activities, and resolutions in designated systems to ensure continuity, service quality, and compliance.
Issue Escalation and Risk Identification: Recognize recurring, sensitive, or complex issues and route them through the appropriate channels. Help identify potential service gaps and ensure that unresolved concerns receive the necessary attention.
Cross-Functional Collaboration: Work closely with teammates and internal support functions to resolve partner issues, coordinate activities, meet service-level agreements (SLAs), and maintain consistent support standards.
Continuous Improvement: Identify recurring questions, documentation gaps, and workflow challenges. Share structured feedback with team members and leadership to improve support playbooks, internal resources, tools, and processes.
Training and Development: Participate in team learning sessions and ongoing training to strengthen knowledge of products, partner programs, customer support procedures, and emerging technologies.
Performance and Quality Standards: Consistently meet established productivity, response-time, resolution-time, outreach-completion, and documentation-quality targets. The expected performance benchmark is at least 90% of weekly key performance indicators (KPIs).
Requirements
Professional Experience: At least two years of experience in customer success, customer support, account coordination, or a similar customer-facing position.
High-Volume Support Experience: Demonstrated ability to support multiple customers or external partners in a fast-paced environment while maintaining responsiveness, accuracy, and service quality.
CRM and Case Management Tools: Experience using customer relationship management (CRM) platforms or ticketing systems, with Salesforce preferred. Ability to learn new software and internal tools quickly.
Documentation and Workflow Management: Comfortable recording customer interactions, maintaining case histories, managing tickets, and following structured processes to ensure accurate and consistent service delivery.
Customer Service Skills: Strong written and verbal communication skills, with the ability to explain processes clearly, respond professionally to inquiries, and build positive working relationships.
Organization and Time Management: Excellent attention to detail, prioritization, and follow-up skills, with the ability to manage multiple active cases and meet deadlines.
Analytical Thinking: Ability to interpret basic performance data, recognize trends, identify potential issues, and take appropriate action within established guidelines.
Adaptability and Problem-Solving: Comfortable working in a changing, technology-driven environment, following defined procedures, handling competing priorities, and escalating issues when necessary.
Collaboration: Ability to work effectively within a shared team structure, contribute to common goals, and communicate relevant information to colleagues and cross-functional stakeholders.
Preferred Industry Experience: Background in real estate, property technology (PropTech), software-as-a-service (SaaS), or performance-based partner programs is an advantage.
Preferred Technical Skills: Familiarity with Salesforce, Follow Up Boss, Tableau, or similar platforms, along with a willingness to develop proficiency in additional tools.
Data and AI Familiarity: Comfort using performance signals, reporting dashboards, or AI-assisted tools to prioritize activities and support informed decision-making.
Work Arrangement: This is classified as a field position. Candidates should be prepared to live within a reasonable commuting distance of their assigned region or service area. Although the role is advertised as remote, employees may be expected to attend onsite activities depending on business requirements.
Performance Expectations: Willingness to work toward defined service-level agreements, weekly productivity targets, quality standards, and partner outreach schedules.
Benefits
Competitive Compensation: Hourly base pay varies by location:
$41.40–$66.20 per hour in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington State, and Washington, D.C.
$39.30–$62.90 per hour in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia.
Compensation in other locations may differ based on geographic and role-specific factors.
Equity Awards: Eligibility for equity awards, with actual amounts determined by factors such as experience, performance, and location.
Remote and Distributed Work: A flexible distributed-work approach that supports employees working from locations where they can be productive, subject to the requirements of this field-designated position.
Career Development: Opportunities to develop customer success, partner management, analytical, and technology skills within a collaborative environment.
Technology-Driven Workplace: Exposure to modern real estate platforms, AI-supported workflows, data analytics, and digital customer engagement tools.
Collaborative Culture: Work alongside colleagues and cross-functional teams focused on partner satisfaction, operational excellence, and continuous improvement.
Inclusive Work Environment: Commitment to equal employment opportunities and a workplace that values diverse perspectives, experiences, and backgrounds.
Accessibility and Accommodation: Reasonable accommodations are available for qualified applicants who require assistance during the application or interview process.