Customer Support Manager – Remote (India)

Job Details

???? Salary: ₹16,00,000 - ₹16,50,000 per year
???? Job Type: Full-time
???? Location: Remote (India)
???? Work Schedule:

• 6:30 PM – 3:30 AM IST
• 7:30 PM – 4:30 AM IST* (as per daylight savings)

About Real

Real is a fast-growing national real estate brokerage powered by technology. Since its founding in 2014, Real has become a pioneer in the Residential Real Estate sector, offering cutting-edge technology to revolutionize the home-buying and selling process. Our mission is to enhance agents' lives while creating lucrative financial opportunities for them.

???? Operating in: United States, Canada, and the District of Columbia
???? Learn more: https://www.onereal.com/

Job Summary

We are seeking a Customer Support Manager to oversee our India-based Onboarding and Support teams. In this role, you will be responsible for:
✔ Managing and training the support team
✔ Handling agent onboarding & administrative tasks
✔ Troubleshooting common agent queries
✔ Managing escalations and improving SOPs

The ideal candidate has experience in team management, process development, and customer support, along with strong leadership and problem-solving skills.

Key Responsibilities

???? Team Leadership & Development

• Lead and mentor the India-based Onboarding and Support teams.
• Foster a collaborative, innovative, and high-performing work environment.
• Provide guidance, mentorship, and support to the team.

???? Performance Monitoring

• Implement and track key performance indicators (KPIs).
• Regularly assess team and individual performance, ensuring targets are met.
• Address performance gaps and implement corrective actions.

???? Escalation Management

• Serve as the escalation point for the onboarding and support teams.
• Resolve difficult customer situations effectively.

???? Quality Control & Training

• Review customer feedback and satisfaction surveys.
• Improve standard operating procedures (SOPs) to enhance team efficiency.
• Conduct training sessions to boost team performance.

Required Skills & Abilities

✔ Passion for customer service and delivering exceptional experiences.
✔ Strong communication & interpersonal skills to collaborate with different stakeholders.
✔ Problem-solving abilities with a proactive approach.
✔ Leadership & Team Management Skills – Ability to motivate, mentor, and develop the team.

Education & Experience

???? Education:

• A bachelor’s or master’s degree (preferred but not required).
• High school diploma or GED equivalent is mandatory.

???? Experience:

• 8+ years of experience in customer experience or back-office process management.
• Background in business analysis, business administration, finance, or a related field is a plus.

Core Values We Look For

✅ Work Hard. Be Kind.
✅ "We" are bigger than "Me".
✅ Tech x Humanity.

Work Environment & Physical Requirements

????️ Work Mode: Remote (India)
???? Requirement: Prolonged periods of sitting

Equal Employment Opportunity

Real is proud to be an equal opportunity employer. We do not discriminate based on race, color, ancestry, religion, gender, national origin, sexual orientation, age, disability, or veteran status. We foster a work environment that promotes diversity, equity, and inclusion.

Compensation & How to Apply

???? Salary Range: ₹1.6M - ₹1.7M per year

???? Join Real and be a part of the future of real estate!

4o