Director Of Customer Support job in Carlsbad, CA | Inside R...

Director of Customer Support
Inside Real EstateCarlsbad, CA2 months ago
The Director of Customer Support leads all Front Office Support teams with the primary goal of providing world-class service to Inside Real Estate customers in the most efficient manner possible. Ideal candidates for the role of Director of Customer Support are effective managers, inspiring leaders, who are passionate about real estate, champions of service and work well in high-growth environments.


  • Lead and manage fully-functional, responsive Front Office Support teams, which includes all kvCORE Support Teams, CORE Team Support, and Marketplace Support.

  • Execute on all established chat, telephone and email support channel strategies.

  • Analyze case metrics and content to identify opportunities for improvement and implement changes across teams accordingly.

  • Achieve all established team performance targets for the following metrics:

    • Customer Satisfaction

    • First Response Time

    • Resolution Time

    • 1st Touch Resolution Rate

    • Case Volume Productivity

  • Drive a culture of customer advocacy, professional development, and fun.
  • Regularly audit support cases to ensure quality and accuracy of work.

  • Collaborate cross-functionally on company level initiatives.

  • Collaborate with Product Management to ensure customer impacting product issues are resolved and addressed in a timely manner.

  • Work with Customer Success Teams and Account Management to improve the overall customer experience and improve Front Office agent adoption and retention.

  • Collaborate with Support Operations to ensure any knowledge base, Chatbot, and FAQ needs are met, training and coaching is provided to new hires and existing staff, and open Jiras impacting Support are driven to resolution.

Skills & Qualifications

  • 3+ years experience of support management in customer-facing organizations

  • 6+ years experience of customer support

  • Bachelor’s degree in related field

  • Knowledge or experience in residential real estate preferred

  • Understanding of sales and retention strategies preferred

  • Strong empathy for customers and passion for revenue and growth

  • Deep understanding of value drivers in SaaS recurring revenue business models

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Excellent communication and presentation skill


  • Potential for growth

  • Exciting/energetic work environment and fun, creative culture

  • Health insurance, Dental, Vision, Life, and 401k benefits

  • Paid Holidays and Paid Time Off

If you are hired, and your position demands business travel &/or meeting/working at an office location, we will require you to prove that you have received the COVID-19 vaccine or have a valid religious or medical reason not to be vaccinated. Please do not reveal any information about your vaccination status at this time.
About Inside Real Estate:
Inside Real Estate is a fast growing, independently-owned real estate software firm that serves as a trusted technology partner to over 200,000 top brokerages, agents and teams. Our flagship product, kvCORE Platform, is the most modern and comprehensive solution in the industry known for delivering profitable growth at every level of a brokerage organization. Built on a modern, scalable and flexible architecture, kvCORE enables every brokerage to create their own unique technology ecosystem through custom branding, robust integrations and high-quality add-on solutions. With an accomplished leadership team and over 230 employees, Inside Real Estate brings the resources, scale and vision to deliver ongoing innovation and success to our growing customer base.
Complex Director of Rooms

Westin Hotel | Grand Pacific Resorts

Carlsbad, CA

4 hours ago
The Director of Rooms is responsible for short and long term planning and...
Director of Guest Services

Hilton Grand Vacation Club | Grand Pacific Resorts

Carlsbad, CA

5 hours ago
In this role, you play an integral role in ensuring that guests/owners have a po...
Director, Early College, Outreach, and Access

Palomar College

San Marcos, CA

5 hours ago
Administer, oversee, and develop the District's early college, high school recru...
HR Director, Cell and Gene Therapy

Thermo Fisher Scientific

Carlsbad, CA

6 hours ago
We enable our customers with important innovations and solutions to serve those ...
Sr. Director Human Resources Protein and Cell Analysis

Thermo Fisher Scientific

Carlsbad, CA

6 hours ago
The PCA portfolio consists of protein analysis, flow cytometry, cell analysis, w...
Building Services Director

Las Villas Del Norte | Integral Senior Living

Escondido, CA

5 hours ago
Making a positive impact on the daily lives of seniors & their family. The Build...
Human Resources Director

Zest Dental Solutions

Carlsbad, CA

7 hours ago
The Human Resources Director is responsible for all human resources progr...
Activity Director

Oakmont Senior Living

Carlsbad, CA

6 hours ago
Medical, Dental and Vision benefits. Vacation, Personal Day, Sick Pay, Holidays....
Director Operations Job

Acuity Brands

Oceanside, CA

8 hours ago
The Director of Operations in Oceanside, CA will direct and coordinates a...
Memory Care Director

Oakmont Senior Living

Carlsbad, CA

6 hours ago
The memory care director offers dementia expertise and dementia care reso...


San Diego, CA

11 hours ago
The ASML San Diego EUV Source Research group is responsible for the worldwide re...
Director of Social Services

La Fuente Post Acute

Vista, CA

13 hours ago
Directs the overall operation of the Social Services Department in accordance wi...
Sales Director

Pacifica Senior Living

Vista, CA

17 hours ago
Previous experience as a sales executive, sales manager or sales and marketing
Director of Food and Beverage Outlets ("Director/a de Sitios de Alimentos y Bebidas")

Evans Hotels, LLC

La Jolla, CA

13 hours ago
Overlooking the world-renowned Torrey Pines Golf Course with views of the Pacifi...
RN Patient Care Director

ComForCare Home Health Care - North County San Diego

Vista, CA

13 hours ago
Part-time (10-20) boss contact me at 760-501-6271 Joanne Clancy. Sign-on bonus o...