We are seeking an exceptional leader to oversee and transform our Seller Support department. This is not a traditional customer support management position. While the successful candidate will lead the day-to-day operation of our Seller Support team, their larger mission will be to modernize the department through AI, automation, data, documentation, and continuous process improvement.

This role is responsible for the Seller Support division. The Director of Seller Support will partner closely with the leaders of Listings and Closings to ensure a seamless customer experience while remaining accountable for the success of the Seller Support organization. The department currently consists of approximately 15 remote team members providing support seven days per week through phone, email, live chat, and ticket-based communication.

What You’ll Be Responsible For:

· Lead, coach, and develop a high-performing Seller Support team

· Manage staffing, scheduling, quality assurance, and performance for a seven-day-per-week operation

· Deliver an exceptional customer experience throughout the Seller Support stage of the customer journey

· Improve customer satisfaction while increasing operational efficiency

· Build and improve AI-assisted support workflows

· Identify opportunities to automate repetitive work and reduce unnecessary customer contacts

· Improve documentation, internal knowledge, customer education, and self-service resources

· Analyze customer interactions and identify trends that improve both operations and the customer experience

· Create reporting and dashboards that help leadership make better operational decisions

· Partner with the Listings and Closings departments to improve handoffs and eliminate friction between departments

· Build a culture of accountability, continuous improvement, coaching, and innovation

Qualifications:

· Minimum five years of leadership experience managing customer support, customer success, customer operations

or similar service organizations.

· Experience leading teams of at least 10 people.

· Excellent spoken and written English.

· Outstanding leadership, coaching, and organizational skills.

· Experience managing phone, email, live chat, and ticket-based support teams.

· Strong analytical and problem-solving abilities.

· Comfortable learning new technology and improving business processes.

· Proven ability to manage performance using metrics and KPIs.

Preferred Experience:

– Experience in technology-enabled service businesses such as PropTech, SaaS, e-commerce, FinTech, HealthTech, online marketplaces, or other high-volume digital customer support organizations is highly desirable.

– Experience with CRM platforms, help desk software, AI tools, knowledge base platforms, contact-center systems, workflow automation, or live chat platforms is beneficial, but specific software experience is not required.

AI & Innovation:

– We believe AI will fundamentally change customer support over the next several years.

– We’re looking for someone excited to lead that transformation by introducing practical AI solutions that improve both customer experience and operational efficiency.

– We’re looking for a leader who can successfully run today’s Seller Support organization while building the next generation of customer support through AI, automation, technology, and continuous improvement.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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