Customer Support & Retention Manager (Real Estate)

Job Title: Customer Support & Retention Manager (Real Estate) Location: Remote Job Type: Full-time

About the Role

We are looking for a high-performing Customer Support & Retention Manager with a strong background in real estate and sales. This is not a passive customer service role. We need someone who is confident, knowledgeable, and assertive enough to handle objections, retain accounts, and coach agents toward better results. You will be the front line between our clients and their success on our platform, and we expect you to fight for every account while remaining professional and empathetic.

Responsibilities

• Handle inbound customer complaints and retention calls from real estate agents who are requesting replacement appointments or threatening to cancel
• Review call recordings and appointment history before every customer interaction. Never go into a call blind
• Audit previous appointments sent to the client to determine if any have converted to active listings or closed sales, and use that data as leverage during retention conversations
• Hold agents accountable by asking the right questions. Have they sent a prelisting package? Have they called the lead multiple times? Have they stopped by the property? Have they emailed, or added the lead to a drip campaign?
• Coach agents on what it takes to convert appointments and remind them that real estate is a numbers game. One or two bad appointments comes with the territory. ROI is the bigger picture
• Sell agents on the value of the program and re-engage them when they are frustrated or doubting results
• Handle objections firmly but empathetically. Push back when necessary. Do not give away free replacements or allow cancellations without a proper retention effort
• Conduct structured onboarding calls on camera to set the right tone and build trust with new clients from day one
• Track all complaints, resolutions, replacement requests, and cancellations accurately in the CRM
• Identify patterns in recurring complaints and report findings to leadership to improve overall service quality

Requirements

• Minimum 2 to 3 years of experience in real estate, preferably in sales, lead generation, or agent support
• Strong understanding of the real estate sales process from lead to listing to close
• Proven background in sales with the ability to handle objections, negotiate, and retain accounts
• Experience conducting call reviews and using data to inform customer conversations
• Confident on camera and comfortable leading video calls during onboarding and client meetings
• Highly organized with a structured approach to tracking accounts, follow-ups, and resolutions
• Empathetic but assertive. Able to de-escalate frustration while standing firm on company policies
• Experience with CRM tools. GoHighLevel is a strong advantage
• Excellent verbal and written English communication skills

What We Offer

• Fully remote position
• Competitive compensation
• A team that values performance, accountability, and results
• Opportunities for growth within the company

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