Customer Relationship Management Specialist

We are looking for a CRM Specialist whose primary responsibility is to coach agents on proper, consistent, and effective use of Swarm, our in-house Client Relationship Manager. This is not a passive support role. This person is proactive, instructional, and accountable for adoption.

The goal is simple:

Help users use Swarm correctly, daily, and with confidence so it directly improves productivity, organization, and results.

• Coach agents on how and why to use Swarm daily

• Contact management
• Follow-ups and tasks
• Campaigns and automations
• Listings, buyers, and pipeline tracking
• Notes, activity logging, and accountability
• Identify usage gaps and proactively reach out to users who are underutilizing Swarm
• Reinforce correct behavior and habits, not just explain features
• Hold users accountable to basic CRM standards and expectations

• Act as first-line support for Swarm-related questions and issues
• Diagnose user errors vs. system issues and resolve efficiently
• Escalate true technical issues to the development team with clear documentation
• Follow up to ensure issues are fully resolved and usage improves

• Assist with onboarding new agents and staff into Swarm
• Help run group trainings, workshops, and office sessions
• Create or improve simple guides, walkthroughs, and short how-to resources
• Translate technical features into plain, practical language
• Provide feedback to leadership and product teams on:
• Feature confusion
• Opportunities to improve usability and adoption
• Track recurring issues and recommend solutions or training updates

• Higher daily usage and consistency across agents
• Agents understand how Swarm helps them, not just how it works
• Strong adoption of required workflows and standards

• Strong understanding of CRM systems (real estate CRM experience preferred)
• Comfortable coaching adults and correcting behavior professionally
• Clear communicator who can explain concepts simply
• Patient, organized, and detail-oriented
• Confident following up and holding users accountable
• Tech-savvy, but people-first

• Experience supporting or training real estate agents
• Experience with Swarm or similar platforms (Salesforce-based systems a plus)
• Background in support, onboarding, training, or operations

• Proactive, not reactive
• Calm under pressure
• Direct but respectful
• Obsessed with process, consistency, and improvement
• Takes pride in helping others perform better