• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through) • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications • Edit learning curriculums and send out training invites • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback

Title: Listing Support Processor - (Temporary) Location: Remote - Texas Job Description: Part time job requisition id R-083221 As a seasonal Listing Support Processor, you will be a critical behind-the-scenes force in our real estate operations. You'll meticulously complete tasks associated with Redfin property listings across various markets and coordinate closely with third-party vendors, and Redfin licensed coordinators throughout the day. You won't have direct contact with clients or agents, but your work greatly influences their success. From the time our sellers sign a listing agreement until an offer is accepted, your responsibility is to complete various tasks associated with supporting the launch and maintenance of our listings on the market. An essential part of your success is being organized and highly detail-oriented. You’ll use Redfin online tools to track your work and share information across teams and you have polished written and oral communication. About the Role - Proactively support multiple markets throughout the selling process, working closely with licensed listing coordinators. - Efficiently schedule and coordinate critical listing activities, including photoshoots, 3D scans, and open houses. - Liaise with various service providers such as photographers, staging companies, and sign installers, ensuring timely and quality service delivery. - Manage the processing and quality check of visual assets like photographs, virtual staging, and floor plans, ensuring they meet our high standards (may be asked to obtain MLS credentials). - Coordinate installing and maintaining listing materials, such as lockboxes, signs, and flyers. - Collaborate closely with assigned listing coordinators for smooth transition and execution of tasks. - Utilize Redfin’s custom design tools to offer continuous and seamless support across different markets. About You - A minimum of one year of customer service experience, including the use of email, phone, and customer relationship management tools in a high-volume workflow. - An interest in, or exposure to, the real estate industry. - Exceptional attention to detail; nothing gets past you. - Excellent organizational skills and strong interpersonal abilities. - Proficient in verbal and written communication, ensuring clarity and conciseness. - Demonstrated ability to manage multiple priorities in a high-energy, fast-paced environment. - Comfortable with technology; willingness to learn and adapt to new technologies such as Google Suite and Redfin proprietary tools. - Experienced in using email and phone as primary communication tools. - A calm and composed approach to problem-solving and communication. - Be able to work from home in a distraction-free work environment. - Be resourceful. Always think ahead and solve problems before they become significant issues. - Work in a fast-paced environment with the ability to focus on multiple priorities simultaneously. - High level of accountability and a strong service orientation, prioritizing client and agent success. What you’ll get Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks. About us Redfin is revolutionizing the $75 billion real estate industry. We use data, beautiful software, and innovative design to put customers first at every step in the home-buying and selling process. Get ready to dive headfirst into our award-winning website and mobile apps, solving complex business problems in a highly visible, customer-centric way. If you value doing great work in a collaborative environment, join our team! This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. The compensation information below is provided in compliance with all applicable job posting disclosure requirements. The compensation for this position is $16.53-$24.75. The position may also be eligible for an annual bonus, incentives, and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off. More information regarding these benefits and others can be found here. The information regarding compensation and other benefits included in this paragraph is the company’s current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.

• Drive sales and distribution for the company products • Manage allocated territory and the customer • Monitor closely the competitive activities and provide feedback • Organize promotion activities in consultation with the superiors

Role Description Focus Group is looking for an Out of Hours (OOHs) Shift Lead to play a key leadership role within our 24x7 Service Operations function. You’ll lead a team of Service Desk Analysts during non-standard hours, ensuring high-quality service delivery, strong incident management, and a consistent, customer-first approach. As the most senior point of contact during OOHs periods, you’ll take ownership of escalations, major incidents, and emergency changes—driving fast resolution and maintaining service stability across our customer base. What you’ll do - Lead and motivate the OOHs Service Desk team, driving performance against SLAs, KPIs, and CSAT targets - Act as the senior escalation point during out-of-hours shifts, making critical decisions to resolve issues quickly - Own and coordinate major incident responses, ensuring clear communication and swift service restoration - Manage and execute emergency changes, including risk assessment and stakeholder coordination - Identify opportunities for continual service improvement across processes, tooling, and support models - Maintain and update risk registers, logging and managing operational risks - Collaborate with internal and external teams to deliver scalable, supportable solutions - Coach and support team members through 1:1s, performance reviews, and ongoing development - Ensure accurate documentation, including SOPs, escalation paths, and shift handovers - Act as a communication bridge during major incidents between technical teams and stakeholders - Produce reporting on performance, trends, and service improvements specific to OOH operations - Support a strong team culture focused on accountability, quality, and continuous improvement Qualifications - Proven experience leading technical support teams in a 24x7 or out-of-hours environment - Strong experience managing major incidents and escalations independently - Solid understanding of ITIL (incident, problem, and change management) - Experience managing emergency changes with a focus on risk and service impact - Ability to make confident, time-critical decisions in high-pressure situations - Strong organisational skills and the ability to manage multiple priorities simultaneously - Excellent communication skills, with the confidence to lead during major incidents - Strong technical understanding across service desk tooling and supported systems - A proactive, improvement-focused mindset Nice to have - Experience working within MSP or enterprise service environments - Advanced ITIL certification - Experience with service management tooling and monitoring platforms