Member Services Manager

Bespoke Real Estate; Town of Southampton (NY); Sur place; USD 95 000 - 130 000; Plein temps

Résumé du poste

Bespoke Real Estate, a leader in ultra-luxury properties, seeks a Market-Specific Member Services Manager for the Hamptons. You will provide dedicated support to agents, manage onboarding, licensing, and compliance, and coordinate cross-functional services within the market.

You will collaborate with local agents and market leadership while aligning with national Member Services standards and processes, ensuring timely and accurate service delivery in a fast-paced luxury real estate environment.

Qualifications

• Minimum of 3–5 years of experience in high-end residential real estate, operations, or agent services.
• Strong understanding of real estate operations, onboarding, paperwork, and compliance processes.
• Knowledge of local market licensing, associations, and professional ecosystem.

Responsabilités

• Deliver day-to-day Member Services support for agents in the assigned market.
• Execute workflows, service standards, and procedures consistently.
• Manage intake, prioritization, coordination, and follow-up of agent requests.
• Maintain records of open requests and completed work with clear follow-up.
• Escalate complex or cross-functional issues to the national Member Services lead.
• Support agents' daily operational needs and internal coordination.
• Coordinate onboarding, licensing, paperwork, and systems access for new agents.
• Collaborate with internal departments to route requests to the right owner.
• Provide visibility on status and ownership of requests to agents.
• Communicate policies, procedures, and service offerings clearly and professionally.
• Build trusted relationships with local agents and market leadership.
• Track performance and report on service standards and KPIs.
• Participate in cross-market knowledge sharing and training.

Connaissances

Agent support

Onboarding

Compliance

Workflow execution

Communication

Project management

Licensing knowledge

Outils

Salesforce

DocuSign

Google Workspace

Microsoft Office

Zoom

Dropbox

Description du poste

Bespoke Real Estate stands as an industry leader, specializing in exclusively ultra-luxury properties. Bespoke is operational in New York, The Hamptons, and South Florida.

Our dedication to uncompromising, client-first service has set records and built a reputation for excellence. By being a part of Bespoke you are joining a team that’s reshaping the future of high-end real estate, ensuring our clients’ most valuable assets - both properties and time - are protected and enhanced.

Who is the Market-Specific Member Services Manager?

The Hamptons Member Services Manager provides dedicated day-to-day Member Services support within an assigned market and reports to the Member Services Director responsible for the national function. This role serves as the primary operational point of contact for agents in the assigned market and coordinates their business, onboarding, paperwork, compliance, systems, and internal service needs.

The role executes established Member Services standards, systems, workflows, and service expectations while adapting delivery to local market requirements. The Market-Specific Member Services Manager resolves routine market-level needs, maintains clear documentation and follow-up, and escalates complex, sensitive, unresolved, or cross-functional matters to the national Member Services lead.

Key Responsibilities:

• Market Member Services Delivery
• Provide dedicated day-to-day Member Services coverage for agents in the assigned market.
• Execute established Member Services workflows, service standards, and operating procedures consistently.
• Manage the intake, prioritization, coordination, follow-up, and resolution of market-level agent requests.
• Maintain accurate records of open requests, completed work, outstanding items, and required follow-up in designated systems.
• Escalate complex, sensitive, urgent, unresolved, or cross-functional matters through the appropriate Member Services channel.
• Agent Operational Support
• Manage agents’ daily operational needs, logistics, requests, and internal coordination within the assigned market.
• Help agents navigate Bespoke’s processes, tools, platform, Marketplace, and available services.
• Coordinate with internal departments to ensure requests are directed to the appropriate owner and continue moving forward.
• Provide responsive, consolidated follow-up so agents have visibility into the status and ownership of their requests.
• Communicate company policies, procedures, approval requirements, and service offerings clearly and professionally.
• Local Agent Onboarding
• Execute the established Member Services onboarding process for new agents joining the assigned market.
• Coordinate the local onboarding schedule, agent communication, logistics, paperwork, licensing, systems access, and follow-up.
• Track departmental deliverables and outstanding items while ensuring each department retains ownership of its work.
• Confirm required onboarding steps are completed and promptly elevate delays, risks, or unresolved needs.
• Business and Compliance Support
• Support agents with market-level business needs, paperwork, compliance requirements, and access to company resources.
• Coordinate with Compliance to request and track required documentation and address outstanding items.
• Assist agents with purchasing listing onboarding packages and hand the project to Listing Onboarding once payment is received.
• Assist with applicable MLS, RLS, OLR, EELI, OutEast, listing platform, and related systems setup and updates.
• Route compliant transaction and commission documentation to Finance, which manages calculations and payouts.
• Agent Relationships and Local Market Support
• Serve as the primary operational point of contact for agents in the assigned market.
• Build trusted relationships through proactive communication, responsiveness, discretion, and reliable follow-through.
• Act as a liaison among local agents, market leadership, Member Services, and internal departments.
• Support local office initiatives, agent events, community-building efforts, vendors, and market logistics as needed.
• Maintain familiarity with local licensing, regulatory, association, platform, and operating requirements affecting agents.
• Advocate for agents while maintaining company policies, service boundaries, standards, and approval requirements.
• Reporting and Collaboration
• Provide the national Member Services lead with regular visibility into agent needs, request volume, service performance, market trends, and escalations.
• Track and report performance against established Member Services standards and KPIs.
• Share recurring challenges and practical recommendations that may improve local service delivery.
• Participate in Member Services meetings, training, process updates, and cross-market knowledge sharing.
• Support company initiatives when local coordination or execution is required.

Qualifications and Experience:

• Minimum of 3-5 years of experience in high-end residential real estate brokerage, operations, agent services, or a related field.
• Strong understanding of real estate operations, agent support, onboarding, transaction paperwork, and compliance processes.
• Knowledge of the assigned market’s practices, platforms, licensing requirements, associations, and professional ecosystem.
• Ability to execute established workflows consistently, manage detailed follow-up, and identify matters requiring escalation.
• Service-oriented mindset with the ability to understand, support, and advocate for agents while maintaining company standards and boundaries.
• Exceptional written and verbal communication skills with a commitment to responsiveness and professional follow-up.
• Strong organizational, project management, problem-solving, and time-management skills.
• Ability to manage multiple priorities and collaborate effectively across departments in a fast-paced environment.
• High level of professionalism, discretion, integrity, empathy, and attention to detail.
• Proficiency with Google Workspace, Microsoft Office, Dropbox, Zoom or Teams, DocuSign, Salesforce, and comparable business systems.
• Commitment to confidentiality in all agent, transaction, financial, and company matters.