Team Services Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise assigned Team Services Analysts who support various real estate teams.

• Offer leadership, guidance, and operational assistance throughout the Team Services function.

• Mentor and develop Team Services Analysts to meet performance objectives and deliver outstanding service.

• Cultivate a collaborative, high-performance environment grounded in accountability, transparent communication, and professional growth.

• Conduct regular team meetings and individual check-ins.

• Manage daily team operations and ensure professional handling of all interactions.

• Oversee scheduling and ensure adequate coverage across designated regions.

• Monitor workflows to ensure timely and accurate completion of tickets, tasks, and transitions.

• Act as the primary point of contact for the assigned regions.

• Serve as a link between Team Services and agents, addressing questions, concerns, and escalations.

• Communicate updates, process changes, and service expectations.

• Provide onboarding, training, and mentorship for team members.

• Create, update, and maintain training materials, guides, and internal resources.

• Plan and conduct weekly training sessions, develop content, and assess knowledge through quizzes and evaluations.

• Identify skill gaps and suggest development opportunities.

• Escalate complex issues and collaborate with other departments to find solutions.

• Assess processes, identify inefficiencies, and recommend improvements to workflows.

• Support the adoption of new tools, systems, and procedures.

• Maintain coverage schedules and oversee onboarding and transition workflows.

• Ensure team data and documentation are accurate and up-to-date.

• Review tickets for quality and timeliness and provide constructive feedback.

• Track meeting attendance and follow up on assigned tasks.

• Assist in planning and facilitating team meetings and training sessions.

• Support process updates and complete other assigned projects.

• Act as a subject matter expert while managing workload, communicating proactively, and maintaining confidentiality, data integrity, and professionalism.

⛳️ Requirements

• Bachelor’s degree and a minimum of 5 years of relevant experience, or an equivalent combination of education and experience.

• Preferably has prior experience in real estate operations or a similar field.

• Demonstrated success in leading or mentoring others in a remote working environment.

• Strong familiarity with G Suite.

• Proficiency in Trello or similar workflow management tools is preferred.

• Excellent written and verbal communication skills.

• Strong critical thinking and problem-solving abilities.

• Exceptional attention to detail and a commitment to maintaining quality.

• Agile, collaborative, and customer-centric approach.

🏝️ Benefits

• Work from Anywhere.

• Paid Time Off.

• 401k with 4% match (immediate vesting).

• Comprehensive Medical, Dental, & Vision benefits.

• Company-provided equipment.

• Monthly Technology Stipend.

• FSA & HSA with employer contributions.

• Health & Wellness incentives.

• 100% Paid Parental Leave.