Client Support Specialist

**Client Support Representative** ================================= **Location:** Hingham, Massachusetts 02043 **Work Arrangement:** Remote / Work from Home **Employment Type:** Full\-Time **About the Role** ------------------ We are searching for a Client Support Specialist superstar to serve as a strategic support liaison between our real estate agent, brokerage and escrow clients and our internal Support \& Implementation specialty teams. This role goes beyond day\-to\-day help desk ticket resolution, you'll own complex escalations and help shape support processes \& documentation that scale our operation across a growing product portfolio. You'll provide expert\-level support and troubleshooting across email, live chat, and phone channels, lead client training and implementations when needed, and act as a subject\-matter authority when issues require deeper platform knowledge or judgment calls. Ideally this individual will reside on the West Coast (Pacific or Mountain time preferred) so as to support our client base working hours. **Responsibilities** -------------------- * Serve as a trusted product support advisor to real estate agents, brokerage staff, buyers, and sellers, developing strong working relationships through both how\-to product guidance and technical troubleshooting. Strong analytical skills are important * Own queue triage and prioritization, making judgment calls on complex or high\-stakes tickets and knowing when to escalate issues based on urgency \& SLAs * Deliver excellent customer service, individually and as part of a team, through email/ticketing, live chat, phone, and video support. Troubleshoot, document, and escalate platform issues to the right internal teams, and assist with client implementations as needed * Maintain deep expertise across our 6\+ products, serving as a go\-to resource when others need help retaining or applying that knowledge * Proactively identify opportunities to bring AI into daily work for efficiency, data analysis, or content generation * Educate and train real estate professionals virtually on best practices and platform strategy, communicating new concepts clearly and confidently * Create videos, written guides, and other training materials to support client education and self\-service * Partner with technical and non\-technical stakeholders, internally and externally, to resolve system and business issues * Gather client feedback and collaborate cross\-functionally with Product, Sales, Marketing, and Account Management to drive continuous improvement and growth **Qualifications** ------------------ * B.A. or B.S. degree in a relevant field with technical support experience or 5\+ years of technical customer support or client experience is required; this is not an entry\-level position. * Availability to work evening and weekend hours * Demonstrated ability to troubleshoot complex, ambiguous issues independently and deliver solutions with clear busin