Customer Support Specialist

About Us:

Travers Miran Realty is a premier, boutique residential real estate brokerage headquartered in Parkland, Florida. Managed directly by our Principal Broker and Owner, Rick Rapp, we pride ourselves on providing high-touch, elite real estate services across South Florida. We combine localized neighborhood expertise with modern transaction management systems to guide buyers and sellers through seamless property acquisitions.

We are expanding our distributed team and looking for an ambitious, empathetic Remote Customer Support Specialist. If you love solving puzzles, master new software tools instantly, and want to help scale a modern brand, we want to meet you!

You will have full ownership over our inbound communication queues, helping real estate clients and internal agents navigate our digital platform.

Job Summary

Provide multi-channel inbound support and onboarding for real estate clients, troubleshoot platform and digital-signing issues, maintain CRM records, author knowledge-base content, and escalate or route users to appropriate agents.
What You’ll Do:

• Own the Queue: Manage and resolve incoming customer and internal agent inquiries via email, live chat, SMS, and video channels (using tools like Intercom, Help Scout, or Zendesk).
• Tech Guide: Act as a platform expert, guiding clients through setting up accounts, accessing secure digital signing portals (Dotloop/DocuSign), and troubleshooting data forms.
• CRM Optimization: Maintain a clean, real-time database of client interactions within our core CRM (KvCORE/HubSpot) to ensure internal sales teams have flawless data.
• User Onboarding: Interface with incoming property buyers and sellers, running quick discovery chats to organize their data profiles and route them to the perfect agent.
• Build the Knowledge Base: Author helpful internal FAQs, help center articles, and video walkthrough snippets to empower users to self-serve.

• Experienced: 1+ years of customer support, tech support, or client-facing operations experience.
• Tech-Savvy: You adapt to new software seamlessly. You know your way around modern ticketing tools, CRMs, and Slack/Google Workspace.
• Good Communication: You possess good written and spoken English. You can explain complex, multi-step contract processes in simple, friendly, and human terms.
• Independent Operator: You thrive in an asynchronous, remote work environment. You don't need micromanagement to stay organized and hit metrics.