• Train and onboard admins on Alan's product, workflows, and best practices (remote and occasionally onsite): affiliation lifecycle, payroll management, invoicing, and more • Own admin support end-to-end for your account portfolio: handle requests, investigate issues, coordinate with internal teams, and ensure timely resolution • Manage complex or sensitive conversations with admins (objections, escalations, high-stakes operational topics) with clarity and empathy • Anticipate risks (missing affiliations, payroll edge cases, invoicing issues) and prevent blockers before they impact admins • Identify recurring pain points and propose improvements: documentation, playbooks, tooling, and product feedback (with Product Specialists and relevant crews) • Contribute to team priorities depending on the period: process/tooling projects, knowledge sharing, and occasionally hiring-related work • Report on operations at the company level to ensure visibility on opportunities derived from admin insights • Collaborate closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to remove blockers, coordinate resolutions, and surface product/process improvements

• Respond to agent inquiries submitted through support tickets and phone calls with accuracy and efficiency. • Collaborate with fellow Agent Experience and Support team members to ensure timely resolution of agent issues. • Escalate complex or specialized requests to appropriate internal teams (e.g., Onboarding, Marketing, MLS, Engineering). • Conduct remote product, platform, and program walkthroughs with agents via Zoom or Google Meet, as needed. • Identify recurring issues and agent pain points, partnering with your manager and team to recommend process improvements. • Support agents in effectively using Real’s technology, tools, and services to achieve positive business outcomes.

Role Description Ready to use your Polish skills in an international environment and start an exciting new chapter abroad? We're looking for a Polish-speaking Customer Support Representative to join one of our international clients in Sofia, Bulgaria. If you enjoy helping people, solving problems, and creating great customer experiences, this opportunity is for you. As a Customer Support Representative, you'll assist Polish-speaking customers by: - Answering their questions - Resolving issues - Providing friendly, professional support across different communication channels Every interaction is an opportunity to make a positive impact and ensure customers have the best possible experience. Join a dynamic, multicultural team where your language skills are valued, your career can grow, and you'll gain valuable international experience while living in one of Europe's most vibrant cities. Qualifications - Fluency in Polish (spoken and written); English is a plus. - Experience in customer support or a related field is preferred. - Strong communication skills and a customer-oriented mindset. - Ability to work efficiently in a dynamic and fast-paced environment. - Familiarity with customer support software and tools is advantageous. - Positive attitude, problem-solving skills, and eagerness to learn. - Attention to detail and good organizational skills. Requirements - Provide excellent customer service to Polish-speaking clients through phone, email, and chat support. - Handle inquiries regarding products, services, and account information professionally and effectively. - Resolve customer issues promptly and escalate complex problems when necessary. - Maintain detailed and accurate records of customer interactions. - Collaborate with teams across departments to ensure consistent customer experience. - Stay updated on product knowledge and company policies to assist customers effectively. Benefits - Competitive monthly salary - Relocation package - Paid training - Health Insurance - And many other benefits!

Role Description The Customer Care Representative will carry the responsibility ensuring exceptional interactions between vendors and clients. Reporting to the CX Manager, their primary responsibility is to serve as a liaison, providing first-class support in responding to email, calls and chat requests. The Customer Care Representative's key responsibilities include: - Respond promptly and professionally to client and vendor inquiries via phone, email, or chat. - Provide accurate information regarding services and policies. - Resolve customer complaints and issues efficiently and effectively. - Always maintain a positive and empathetic attitude towards clients and vendors. - Receive incoming service requests and ensure services are booked with vendor. - Coordinate and receive quotes where appropriate to schedule pick ups and arrange other adhoc services. - Monitor the progress of service calls and provide updates to clients as needed. - Handle emergency situations calmly and efficiently, dispatching appropriate resources promptly. - Maintain accurate records of client interactions in CRM. - Update schedules, services and other information in CRM as acquired. - Collaborate closely with other departments to ensure seamless communication and coordination. - Assist with administrative tasks such as data entry and processing paperwork as needed. - Identify trends or recurring issues and escalate them to the appropriate departments for resolution. - Provide feedback to management on process improvements and customer service enhancements. - Additional Duties as assigned. Qualifications - 3+ years in Customer Care or related role. - Proficiency in Microsoft Office (Word, Excel & Outlook). - Proven ability to problem solve, troubleshoot & deliver on client-focused solutions to meet customer needs. - Ability to strengthen client relationships through ongoing client interactions. - Exceptional organizational & communication skills. - Fluent in both English & French considered an asset. Benefits - Team atmosphere with great company culture. - Competitive salary. - Group Benefits Plan. - RRSP Matching. - Company events. - Employee Assistance Program (EAP).