Manager, Customer Care

Customer Care Manager (Avail Customer Care) at Realtor.com®

Location: Scottsdale, AZ (Hybrid/In-Office 3 days per week)

The Customer Care Manager leads a team of front line Customer Care Representatives to deliver an exceptional experience for our customers while creating a positive, high performance environment for employees. This role balances business goals with employee engagement, using day to day coaching, clear expectations, and data to drive results in productivity, efficiency, quality, CSAT, attendance, and revenue opportunities. 

The ideal candidate is a hands-on people leader who models our company values, develops others, and builds a culture where people feel supported, accountable, and proud of the work they do. This is a full time salaried position and may require evening or weekend support at times based on business needs.

Top Reasons to Apply: 

• Career & Leadership Growth: hone your coaching, performance management, and leadership skills
• Lead a high-impact team: manage and develop a team, shaping service quality and customer experience at scale
• Drive meaningful outcomes: your work directly influences team results and customer satisfaction

What you'll do:

• Lead and manage a team of up to 20 front line Customer Care Representatives across multiple queues & functions.
• Set clear expectations around performance, behavior, attendance, and service standards, and hold the team accountable in a fair and consistent way.
• Model and reinforce our core values, including RealPurpose, RealAmbition, RealInnovation, RealCollaboration, and RealOwnership, and foster a strong, inclusive team culture.
• Provide regular 1:1s, coaching, team meetings and call/case reviews to improve skills, quality, and the customer experience, and support team members with career growth and development plans.
• Handle escalated and complex customer issues, ensuring timely and thoughtful resolution.
• Own team performance results for productivity, efficiency, quality, CSAT, attendance, and identified revenue opportunities.
• Use reports and dashboards to understand trends, coach the team, and recommend improvements to systems, workflows and processes.
• Partner with key leaders in Care, Sales, Product, and Technology to share customer insights and improve the customer and employee experience.
• Support hiring, interviewing, and onboarding to ensure new hires receive structured training and clear expectations.

What you'll bring:

• Minimum 5 years of experience in a call center or contact center environment.
• 2 years of managerial experience in a call center is preferred.
• Experience managing performance using metrics such as productivity, efficiency, quality, CSAT, attendance, and revenue related goals.
• Proficiency with CRM tools, preferably Salesforce, and Vonage.
• Proficient in Google Workspace (Gmail, Docs, Sheets, Slides).
• Strong people leadership skills, including coaching, feedback, performance management, and conflict resolution.
• Excellent verbal and written communication skills, strong organization, and attention to detail.
• Passion for customer service, developing others, and building a high performance, values driven team culture.

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. This is a hybrid opportunity in our Scottsdale, AZ office. 

How we Reward you:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location