Team Lead Customer Escalation

Job Description

Team Lead Customer Experience

CoStar Group is the world's leading provider of information and marketing solutions for the Commercial Real Estate industry. We are a NASDAQ-listed company with a market cap of over US$30B and sit alongside other notable names such as Amazon, Facebook, Google, and Apple.

Homesnap, now a member of the CoStar Family, is an award-winning, fast-growing, DC area based company. We've built a real estate mobile and web solution that gives real estate agents access to the tools and information that they need to be great agents, and we believe that we can be the most important tool for every real estate agent in the country.

Homesnap has a highly collaborative culture that values innovative thinkers. The Customer Experience Premium Products Team Lead role will report directly to the Director of Customer Experience.

What it takes to be successful

• You possess mental fortitude and resilience
• You have a strong interest (and preferably experience) in real estate
• You have a strong sense of responsibility and ownership to the agents and aren't satisfied until he or she is delighted
• You have a sense of urgency and are competitive/numbers-driven
• You want to resolve problems as quickly as possible, in the most satisfactory way possible
• You're tech-savvy and can multi-task across many different systems at the same time
• You have thick skin and an upbeat, positive attitude

Basic Qualifications

• 2 years of leading, training, or otherwise contributing to the success of a team
• 1 year of Zendesk experience (or CRM experience alike)
• 1 year escalations experience
• 1 year of retention experience

Preferred Qualifications

• 1 year or more working in SaaS (Real Estate Tech preferred)
• Proven ability to consistently hit Key Performance Indicators
• Demonstrated understanding of Homesnap Product Suite

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing