Customer Support Team Lead

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almost 3 years old

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About Opendoor:
Founded in 2014, Opendoor’s mission is to empower everyone with the freedom to move. We believe the traditional real estate process is broken and our goal is simple: build a digital, end-to-end customer experience that makes buying and selling a home simple, certain and fast. We have assembled a dedicated team with diverse backgrounds to support the 85,000 customers who have selected us as a trusted partner in handling one of their largest financial transactions. But the work is far from over as we continue to grow in new markets. Transforming the real estate industry takes tenacity and dedication. It takes problem solvers and builders. It takes a tight knit community of teammates doing the best work of their lives, pushing one another to transform a complicated process into a simple one.  

So where do you fit in? Whether you’re passionate about real estate, people, numbers, words, code, or strategy -- we have a place for you. Real estate is broken. Come help us fix it. 

The Role

Customer Support Team Leads are among Opendoor’s most versatile and respected operators. Team Leads possess the knowledge span and technical expertise to handle almost any customer need while modeling the right communications approach for our most difficult conversations. They also directly support managers in executing mission-critical projects, peer mentor, and providing a critical layer of floor leadership. Team Leads also pride themselves on influencing their peers to maintain our team/company values from a place of personal care. While Team Leads don’t have formal management responsibilities, this role is a proving ground for entering people leadership. 

You will...

  • Be a specialist in the areas of product, process, or real estate. You’ll directly support the team’s knowledge inquiries and help the team document internal/external customer problems
  • Unblock the team daily whether advising or directly supervising down answers to a brand-new product/real estate question or filing bugs -- anything that helps our team remain productive and responsive to supporting our customers
  • Model what it looks like to take care of your teammates finding the balance between emotional intelligence (being there for a peer who’s had a difficult call or a complicated day) and knowing when someone is falling short of our high standards and caring enough to gently deliver peer feedback
  • Be an extension of your manager providing critical eyes and ears on the floor for the pulse of the team and having a bias to up-level feedback to improve team performance and morale
  • Review peer phone calls and provide written feedback on a weekly basis in support of the team’s QA efforts -- our most important feedback loop to ensure that we keep quality standards high and resolve areas of knowledge deficiency for future training
  • Project manage high-visibility initiatives and/or lead a critical business function (e.g., social reviews, external knowledge base) that require responsible time allocation and partner management
  • Regularly craft team communications (daily team announcements) and run team stand-ups as needed with a focus on motivation and keeping engagement high
  • Be responsible for the successful onboarding of new teammates and ongoing training needs of the team, including training content development and facilitation
  • Support launch and adoption of new internal tools through beta-testing and documentation. You’ll be a critical partner to our product and engineering teams
  • We’re looking for teammates who are...

  • Mission-driven. You believe in our mission to empower everyone with the freedom to move and can’t stop thinking about how we can improve upon our outstanding customer experience.
  • Hungry. You have the horsepower and whatever-it-takes attitude to give your customers a fabulous experience working outside of normal business hours including weekends.
  • True empaths. What gets you out of bed each morning is connecting with and helping people from all walks of life. You naturally put the needs of others before your own and derive energy from helping people.
  • All about the team. You grow by empowering others and taking the time to cultivate growth in your teammates. Before anyone asks, you’re always there to lend extra capacity when the team gets overextended.
  • Skilled communicators + active listeners. You have limitless perseverance and enjoy the challenge of explaining a sophisticated concept multiple times in different ways until a customer truly gets it. This can happen throughout a 45-minute phone call or 10 emails and you don’t bat an eye.
  • Solution-oriented. Everyone notices problems, do you have a bias towards action? When a current policy is crafting customer friction or you’re certain a new tool could make our customer interactions more efficient, this gets you excited. You scope the problem, bring together supporting evidence, and propose a solution.
  • Coachable. You have an appetite for feedback and receive it with passion, seeking out opportunities to become a better operator.
  • Adaptive and flexible operators. You work well in ambiguity, feel comfortable context-shifting, and adapt quickly to changing processes and tools.
  • More About Us
    Want to learn more about us and how we are revolutionizing the home buying and selling process? Learn more about us on our website, check out our profile on The Muse to learn more about our culture from our team members, or read our blog posts to hear about the work we are doing.

    We Offer the Following Benefits and Perks:
    - Your choice of coverage for medical, dental, and vision (optional for dependents)
    - Flexible vacation policy
    - Commuter benefit
    - Generous parental leave
    - Paid time off to volunteer
    Please note that these benefits and perks are available only to Full Time team members and do not apply to contract roles.

    Opendoor values Openness
    Our team celebrates our diverse backgrounds. We believe that being open about who we are and what we do allows us to be better. Individuals seeking employment at Opendoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.