Agent Experience

Real; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading real estate brokerage in Newark, California, is seeking an Agent Experience, Support team member. The role involves responding to agent inquiries, collaborating on issue resolution, and assisting agents in using technology effectively. Candidates should have a strong service mindset, excellent communication skills, and some background in real estate. A bachelor's degree and experience in customer support are preferred. This position offers a dynamic work environment focused on enhancing agent experiences.

Qualifications

• 2-4 years of experience in customer support or client-facing roles.
• At least 1 year of real estate industry experience, such as transaction coordinator.
• Working knowledge of the U.S. real estate transaction process.

Responsibilities

• Respond to agent inquiries with accuracy and efficiency.
• Collaborate with fellow team members for timely issue resolution.
• Conduct remote product walkthroughs with agents.

Skills

Strong service mindset

Clear communication skills

Problem-solving skills

Attention to detail

Organizational skills

Ability to build trust

Interest in real estate technology

Education

Bachelor's degree preferred

Tools

Zendesk

Google Workspace

Job description

Who We Are

Real (Nasdaq: REAX) is a publicly traded, fast-growing global real estate brokerage powered by technology and driven by people. Since our founding in 2014, we’ve been reimagining the residential real estate experience. With operations across the U.S., Canada, India, and the District of Columbia, we’re leading the industry with our cutting‑edge platform that empowers agents, simplifies the buying and selling journey, and unlocks greater financial opportunities.

At Real, we believe in pairing Tech x Humanity to create something truly different.

Learn more at https://www.onereal.com/

Work Schedule

9AM - 6PM EST or 10AM - 7PM EST, Monday - Friday

About the Role

We’re seeking an Agent Experience, Support team member to join Real’s Operations organization. In this role, you’ll be a primary support resource for Real estate agents, partnering with internal teams to resolve issues, answer questions, and improve the day-to-day agent experience.

This position is well suited for someone with experience as a transaction coordinator, settlement specialist, or agent assistant who understands the U.S. real estate transaction process.

What You’ll Do

• Respond to agent inquiries submitted through support tickets and email, with accuracy and efficiency.
• Collaborate with fellow Agent Experience, Support team members to ensure timely resolution of agent issues.
• Escalate complex or specialized requests to appropriate internal teams (e.g., Onboarding, Marketing, MLS, Engineering).
• Conduct remote product, platform, and program walkthroughs with agents via Zoom or Google Meet, as needed.
• Identify recurring issues and agent pain points, partnering with your manager and team to recommend process improvements.
• Support agents in effectively using Real’s technology, tools, and services, to achieve positive business outcomes.

What You’ll Bring

• A strong service mindset and genuine passion for supporting agents and their businesses.
• Clear, professional written and verbal communication skills, with strong listening abilities.
• Strong problem-solving skills and sound judgment in a fast-paced support environment.
• High attention to detail and strong organizational skills.
• Ability to manage multiple requests and priorities simultaneously.
• Comfort building trust and credibility with agents and internal partners.
• Interest in real estate technology and evolving industry tools.

Education & Experience

• Bachelor’s degree preferred.
• 2–4 years of experience in customer support, client success, or client-facing roles.
• At least 1 year of real estate industry experience, such as agent assistant, transaction coordinator, or settlement specialist.
• Working knowledge of the U.S. real estate transaction process.
• Experience with customer support platforms, such as Zendesk, preferred.
• Proficiency with Google Workspace preferred.
• Ability to quickly learn new systems, tools, and real estate concepts.
• Bilingual skills are a plus, with Spanish language proficiency preferred.

How We Work: Our Operating Principles

• Be Agent Obsessed: We design every decision around creating value for our agents and their clients.
• Move Fast with Purpose: We act with urgency, clarity, and focus—without compromising our standards.
• Own Your Outcome: Effort matters, but results matter more. We adapt, learn, and improve.
• Be Bold; Challenge Often: We challenge assumptions, rethink “the usual,” and push for smarter, simpler solutions.
• Win Together: We set high standards, collaborate deeply, and celebrate shared success.

Additional Details

• Location Requirements: Candidates must be based in the U.S. to be considered.
• Physical Requirements: Ability to sit for long periods of time.

Our Commitment

Real Broker LLC is proud to be an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We welcome applicants of all backgrounds and identities, and we do not discriminate on the basis of race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, citizenship, veteran status, or any other status protected by applicable law.