Growth Specialist

Growth Specialist I

Join a customer-focused team dedicated to helping real estate professionals grow their businesses through innovative technology, data-driven insights, and personalized support. As a Growth Specialist I, you will provide frontline assistance to real estate partners and agents throughout their journey, from onboarding and platform adoption to ongoing operational support and performance improvement. You will manage proactive outreach, respond to incoming inquiries, and help partners navigate digital tools and workflows efficiently.

Working within a collaborative, team-based environment, you will use established processes, reporting tools, and AI-supported insights to prioritize requests and deliver consistent service. Your work will contribute to stronger partner relationships, improved platform adoption, and measurable customer outcomes. This opportunity is ideal for an organized, responsive professional who thrives in a fast-paced environment and enjoys combining customer service with technology and data-driven problem-solving.

• Guide new partners and real estate agents through onboarding, initial setup, and early-stage adoption of relevant platforms and services, including Follow Up Boss and Zillow Home Loans. Explain key features, workflows, available resources, and recommended next steps to support a smooth onboarding experience.
• Respond to partner and agent inquiries through phone, email, and case management systems. Provide accurate guidance within established procedures and escalate technical, account-related, or complex issues to the appropriate support teams.
• Manage outreach queues triggered by data-based performance signals. Review available information, prioritize contacts according to established criteria, and complete timely follow-ups to ensure partners receive consistent support.
• Reinforce relevant program recommendations, platform best practices, and operational procedures using approved playbooks. Help partners understand performance indicators and identify appropriate next steps within the scope of the role.
• Use reporting tools and available metrics to monitor partner activity and assess performance within assigned workflows. Identify emerging trends, flag potential concerns, and communicate relevant observations to the appropriate stakeholders.
• Maintain accurate, complete, and up-to-date records of partner interactions, support cases, outreach activities, and resolutions in designated systems to ensure continuity, service quality, and compliance.
• Recognize recurring, sensitive, or complex issues and route them through the appropriate channels. Help identify potential service gaps and ensure that unresolved concerns receive the necessary attention.
• Work closely with teammates and internal support functions to resolve partner issues, coordinate activities, meet service-level agreements (SLAs), and maintain consistent support standards.
• Identify recurring questions, documentation gaps, and workflow challenges. Share structured feedback with team members and leadership to improve support playbooks, internal resources, tools, and processes.
• Participate in team learning sessions and ongoing training to strengthen knowledge of products, partner programs, customer support procedures, and emerging technologies.
• Consistently meet established productivity, response-time, resolution-time, outreach-completion, and documentation-quality targets. The expected performance benchmark is at least 90% of weekly key performance indicators (KPIs).

• At least two years of experience in customer success, customer support, account coordination, or a similar customer-facing position.
• Demonstrated ability to support multiple customers or external partners in a…