• Respond to customer issues by phone, email, and ticketing system • Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug • Resolve Tier 1/2 issues directly when possible • Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed • Own the support queue in Zendesk • Keep customers updated so nothing disappears into a black hole • Spot repeat issues and surface them to improve the product, onboarding, and help docs • Contribute to FAQs and short walkthroughs

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products. • Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously. • Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively. • Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds. • Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction. • Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution. • Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support. • Deliver product training sessions remotely to educate customers on product features, best practices, and usage. • Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs. • Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. • Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

• Serve as the first point of contact via phone, chat, email, and web-based support requests • Troubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments • Guide non-technical users through technical steps with clarity, patience, and confidence • Maintain ownership of issues from intake through final resolution, ensuring consistent communication and follow-through

Role Description - Ensure eXp maintains good standing. - Coordinate the joining of new MLSs as needed. - Approve all new agent applications that are not auto-vetted/set up mentorships as needed. - Approve/Sign all transfer documentation for agents. - Work closely with Agent Experience for Broker questions. - Provide support to the Designated Managing Broker and Managing Broker Team. - Assist with Agent and State Trello Boards. - Manage Agent Approval. - Manage Agent Invitation Acceptance. - Coordinate with Broker Primary Board to maintain Agent compliance. - Manage State Calendar. - Assist with management of Local Board Associations. - Auditing. - Invoicing. - Compliance. - Assist Broker with generating and distributing communications to Agents. - Administrator of State social media groups. - Liaison to: - MLS Boards - Non-eXp Brokerages - Agents - Vendors - Special Projects as directed by Brokerage Operations Qualifications - BA/BS in business administration or related field preferred. - High School Diploma/GED required. - 2+ years of experience in administration and/or operations. - Experience in the real estate industry strongly preferred. - Strong ability to multitask. - Excellent verbal and written communication skills. - Strong knowledge of Microsoft Office/Google Suite. Requirements - If you think you’d make a great match for this position but don’t meet all the requirements, we would still encourage you to apply! Benefits - Work from Anywhere. - Flexible Time Off for Salaried Employees. - 401k with 4% match (immediate vesting). - Robust Medical, Dental, & Vision benefits. - Company provided equipment. - Monthly Technology Stipend. - FSA & HSA with employer contributions. - Health & Wellness incentives. - 100% Paid Parental Leave. Company Description We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.