Customer Support Specialist

About the job

US real estate is a $2 Trillion industry with real estate agent commissions alone over $100B. MaxHome is building an AI native SaaS platform to help realtors free up their time and double their revenue. We are a team of scrappy builders with deep experience in the real estate industry, and have built and scaled companies. We’re seeking highly motivated invidividual to join our fast growing Customer Support Operations Specialist team to help us scale and optimize the systems behind our fast-growing support infrastructure.

This role is central to building and refining the internal processes that power our client experience—ensuring every real estate transaction is handled with speed, clarity, and precision.

Responsibilities

• Respond to and manage client inquiries with clarity and professionalism, ensuring timely resolution of questions related to transactions, documentation, or platform usage.
• Collaborate across teams to track real estate transactions and ensure documentation meets compliance and quality standards
• Conduct quality control audits on submissions and internal data to maintain accuracy and operational integrity
• Evaluate AI model responses for quality, relevance, and accuracy across different use cases and provide structured feedback
• Maintain high standards for speed, precision, and consistency while performing model evaluations and workflow checks
• Monitor and track operational issues; consolidate inputs from cross-functional teams and route them to the appropriate owners for resolution
• Identify inefficiencies in documentation and workflow processes; propose and support implementation of scalable improvements
• Customer Insights: Analyse customer feedback and data to identify pain points and areas for improvement and translate these insights into actionable product/process enhancements.
• Partner with Product and Engineering teams to support process automation, tooling improvements, and successful feature rollouts
• Requirements:
• 2+ years of experience in Customer Service, Customer Operations, or Customer Support—preferably within a fast-paced, high-growth environment (SaaS or startup experience is a strong plus)
• Bachelor’s degree in any discipline
• Exceptional organizational skills and keen attention to detail, especially when managing documentation and internal systems
• Proven ability to collaborate cross-functionally and influence stakeholders at all levels of the organization
• Strong communication skills with the ability to distill complex information and drive alignment across diverse teams
• Comfortable navigating ambiguity and adapting quickly in a dynamic, evolving environment
• Enthusiastic about technology—particularly AI and automation—and how it can be leveraged to streamline operations
• Excellent time management skills with the ability to prioritize and execute multiple tasks under tight deadlines
• Self-motivated, proactive, and comfortable working independently with minimal supervision, while also being a collaborative team player