Customer Support & Operations Specialist

About UsWe’re a modern real estate platform that simplifies transactions for agents, teams, and brokerages across the U.S. Our mission is to make buying and selling homes faster, easier, and more transparent for everyone involved.We empower real estate professionals with digital workflows, client collaboration tools, and a high-touch support experience. As part of our support team, you’ll help maintain reliability, speed, and clarity across the platform — providing the service level that agents expect during critical transaction moments.About the RoleWe’re seeking a full-time Customer support & operations specialist to support users and the internal team. This is a hybrid role combining customer-facing support, platform troubleshooting, and operational coordination.You’ll handle weekend coverage (a critical time for real estate activity) and support weekday operations to stay aligned with the team. You’ll ensure agents receive timely, accurate, and friendly support as they manage transactions inside the platform.This role requires reliability, strong communication, and confidence working in a fast-paced tech environment.Key ResponsibilitiesCustomer SupportRespond to agent and client inquiries through the platform and support channels.Troubleshoot issues related to documents, transactions, workflows, and account access.Provide clear, friendly, and accurate guidance in time-sensitive situations.Escalate technical issues following established processes.Operational SupportCollaborate with the internal operations team on tasks related to schedules, coverage, and team coordination.Help maintain consistency in weekend workflows and communications.Assist in creating and updating holiday calendars and shift reminders across multiple countries/time zones.Support the team in maintaining service continuity when colleagues take time off.Process alignmentFollow our guidelines for documentation, ticket notes, and communication benchmarks.Participate in continuous improvement initiatives to optimize support workflows.Join weekly team syncs, coaching sessions, and product updates.Key RequirementsExcellent written and spoken English (C1+ Level of English).3+ years of troubleshooting experience2+ years of customer support experience3+ years of experience in U.S. real estate operations, with emphasis on forms, compliance, document workflows, or supporting real estate agents.Strong attention to detail and ability to resolve issues accurately while empathising with clients.Tech-savvy. Ability to learn new software quickly and navigate technology with ease.High sense of responsibility, punctuality, and ownership.Comfortable with weekend work and reliability over long periods.Critical thinking for fast diagnosis.Capacity to remain calm and helpful under pressure.Strong communication skills and ability to collaborate with remote teams.High-speed internet with strong reliability (minimum 100 Mbps) and backup connection.Desired SkillsExperience supporting U.S. clients or working across multiple time zones.Familiarity with CRM tools, ticketing systems, or workflow platforms.Ability to work independently with minimal supervision.Fast learner with a mindset for continuous improvement.Work ConditionsSaturday: 8:00 a.m. – 3:00 p.m. CSTSunday: 3:00 p.m. – 10:00 p.m. CSTWednesday, Thursday, Friday — 12:00 p.m. – 8:00 p.m. CSTFlexibilityAvailable to shift hours occasionally to cover sick days, emergencies, or operational gaps.Comfortable working with a U.S. real estate cycle, which is fast-paced and dynamic.BenefitsFull-time position (40 hours/week)Mexicans benefit by lawTraining programMental health care programMexican holidays (If a holiday falls on a weekend, the day off will be moved to the next business day for coverage purposes.)Monthly salary range 16,000.00 MXN - 18,000.00 MXNLong-term, stable role with a U.S. companyCompetitive salary based on experienceOpportunities for growth within operations, customer support, or QAReady to take the next step?If you’re the kind of professional who thrives on solving complex problems, delivering clarity under pressure, and supporting people when it matters most, this role was built for you. We’d love to meet you. Apply now.