Senior Support Manager-Tour Coordinator

Redfin Long Beach , CA 90802

Posted 2 months ago

Redfin is a new kind of real estate brokerage revolutionizing the industry through the use of cutting-edge technology, unparalleled data, and unwavering focus on client satisfaction. You'll help clients navigate to their dream home through a process that is the fastest, easiest, and most efficient in the industry. Our real estate teams have the backing of the most popular brokerage website in the country and are supported by other agents, coordinators, marketers, and engineers. If you have a passion for customer advocacy and fire in your belly to reinvent real estate, we want to hear from you.

As the Senior Support Manager based in Long Beach, CA, you will lead a team of Tour Coordinator Support Managers. You'll be responsible for the growth and development of your team, driving efficiency, and acting as an escalation point for issues, resolving them as they arise. You will report to the Director of Operations and collaborate with Market Managers to ensure we're providing consistent, top-notch customer service to our clients. In this role, you will be responsible for communicating changes to forms and policies. You'll rally the team, keep morale high and manage the performance and production of your direct reports to ensure our support staff teams are operating smoothly. Our ideal candidate will have a strong background in a customer service environment with direct experience in managing customer service professionals.

This position is currently 100% remote. In office work will resume at a later date, yet to be determined. Upon returning to the office, we expect the Senior Support Manager to be based out of our Long Beach office.

Who you are:

  • You are excited to lead your team to change the real estate industry for the better, and you come to work every day ready to inspire

  • You expect and deliver exceptional results. You finish what you start and don't let things go until they're resolved

  • You have polished written & oral communication

  • You have experience in hiring and training

  • Multiple deadlines motivate you to work efficiently- early is on time

  • Attention to detail is your claim to fame

  • Your door is always open & consider yourself a hands-on manager

  • You are tech-savvy and are excited to help enhance the industry with new tech tools

  • You are a natural leader & mentor

  • You use data to analyze trends and make improvements

  • You motivate and drive change

  • You live and breathe Redfin values


  • Build a world-class service team with a "we'll take care of that for you" culture that is dedicated to providing Redfin's agents the information and support they need to help Redfin's customers smoothly navigate the largest transaction of their lives.

  • Define and implement clear communication and escalation protocols that ensure Field Operations Leaders are consistently updated on Support Operations performance, readiness and any operational issues that may impact the Field.

  • Contribute to the development of overall standards and communication strategy in order to drive necessary change throughout the support organization.

  • Work closely with the Director of Support to forecast and manage capacity and the budget for your region.

  • Attract, develop and retain talent. Build your pipeline, coach and develop your team to ensure strong management capability, guidance and expertise. Your support management team will depend on you for leadership.

  • Work closely with senior management and other peers for strategy development and execution planning


  • 3+ years of sales or Real Estate experience required

  • 2+ years in a management role leading and motivating teams to drive results preferred

  • 2+ years experience in the customer service or customer support function or equivalent Redfin experience

  • Real Estate License required within six months of hire

  • Expertise in Lean principles, Six Sigma or other operational excellence methodologies is preferred

  • Experience managing P&L preferred

  • Program Management experience preferred

  • Must be able to lead remotely

  • Travel as needed

Technologies We Use & Teach

  • Reporting software (Tableau & Workday), Google Docs, Excel & Cisco phone systems

  • Proprietary customer management software & business productivity tools

We offer

  • Cutting edge technology to make your job faster & more efficient

  • Health insurance for you and your family

  • 3 weeks paid vacation, sick leave & 401K program

Redfin is an equal opportunity employer.

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Senior Support Manager-Tour Coordinator