Director of Support

Job not on LinkedIn

🔥 5 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $115k - $130k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Buffini & Company

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1996

💼 Consulting

📣 Marketing

🏠 Real Estate

Consulting • Marketing • Real Estate

Buffini & Company is a professional coaching and training firm that specializes in real estate agent development, offering courses, certification programs, coaching, events, and lead-generation systems to increase agent productivity and profitability. The company provides structured training (e. g. , 100 Days to Greatness, Pathway to Mastery), membership programs, referral and CRM solutions, and live and virtual events to help real estate professionals build referral-based businesses and scale teams. Buffini & Company also offers specialized offerings like AI bootcamps and recruiter training, targeting brokerages and individual agents around the world.

📋 Description

• Lead and develop a high-performing Support team • Shape the vision, technology, and processes for scalable, efficient service • Establish and maintain the support experience and tool stack strategy and roadmap • Define and implement experience standards across all support channels • Review support tools quarterly and optimize systems and workflows • Translate Member feedback and inquiry trends into measurable improvements • Oversee daily support operations, coverage, and core business initiatives • Drive Member satisfaction, service-level performance, timely responses, and efficient ticket resolution • Resolve escalations with clear ownership and proactive Member communication • Streamline workflows and improve operational efficiency • Coach the team on efficient phone support and reduce call wrap-up time • Conduct workflow observations and improve use of Pilot AI and macros • Launch automated self-service chat support • Develop and maintain the Buffini Support Help Center Knowledgebase in Zendesk • Establish knowledge content ownership, accuracy standards, and review cycles • Recruit, coach, develop, and retain Client Care team members • Conduct biweekly individual meetings and maintain balanced workloads • Design and implement monthly quality assurance evaluations across phone, chat, and email • Complete annual performance and compensation reviews • Set and achieve quarterly SMART goals and personal development goals

🎯 Requirements

• 5 or more years of experience in client support or service operations, including 3 or more years directly managing a team • Bachelor’s degree or equivalent practical experience • Demonstrated success managing service performance against client satisfaction, response time, resolution time, and SLA goals • Experience using Zendesk to improve workflows, reporting, routing, and client experience • Proven ability to streamline processes and deliver measurable improvements in productivity while maintaining service quality • Experience implementing or improving automated chat, self-service tools, and client knowledge bases • Strong people leadership skills, including hiring, coaching, quality assurance, and performance management • Ability to develop a support strategy and technology roadmap while remaining accountable for daily operations • Strong analytical and communication skills, with experience partnering across Product, Technology, and Client Success