Operations Agent Support Specialist

Operations Agent Support Specialist

Remote | Long-Term Position | Systems-Driven Role

About Realty Hub

Realty Hub is a fast-growing real estate brokerage operating across Florida, Georgia, and Alabama.
We build systems, processes, and documentation that allow our team to provide accurate support, maintain compliance, and continuously improve operations.

We are looking for individuals who enjoy learning, solving problems, navigating systems, and taking ownership of their work.
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About the Role

This position begins with agent support and operational assistance but is designed to develop into a broader operations role over time.

Successful tea ---------- mbers learn how different workflows connect, become comfortable navigating multiple systems, and gradually expand their responsibilities across the organization.

We are not looking for someone who simply answers questions. We are looking for someone who can research, verify, troubleshoot, and apply information independently.
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Core Responsibilities

Agent Support
Assist agents through live chat and support channels
Research answers using SOPs, internal systems, and support resources
Communicate clearly and professionally
Manage multiple conversations simultaneously
Escalate issues appropriately when necessary

Operational Support
Review documents and records
Assist with onboarding and activation workflows
Verify information across systems
Support transaction-related processes
Follow documented procedures accurately

Systems & Process Support
As your knowledge grows, you may assist with:
SOP maintenance and updates
Knowledge base improvements
Process documentation
Workflow optimization
Cross-functional operational projects
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How We Work

We do not expect employees to memorize every answer.

We expect tea ---------- mbers to:
Know where to find information
Verify information before responding
Follow documented procedures
Document recurring issues
Think critically before escalating
Take ownership of resolving issues
We value accuracy, accountability, and continuous improvement.
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Training & Development

You will complete a structured onboarding process before independently supporting agents.

Training includes:
SOP navigation
Internal systems
Operational workflows
Guided scenarios
Real-world exercises

Our goal is to develop tea ---------- mbers who can eventually support multiple business functions, not just a single task or department.
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What Success Looks Like

First 30 Days
Learn and understand Realty Hub's core workflows and operational processes
Become proficient in navigating SOPs, support resources, and internal systems
Demonstrate the ability to research independently and locate answers
Complete onboarding and training requirements
Begin assisting with operational and support-related tasks
Handle live support inquiries independently while maintaining accuracy and professionalism
Demonstrate sound judgment regarding when to resolve issues independently and when escalation is appropriate

First 60–90 Days
Resolve most support inquiries independently
Contribute to operational workflows
Demonstrate ownership and accountability
Navigate systems efficiently with minimal supervision

Long-Term Success
Become cross-trained across multiple operational functions
Understand how workflows connect across departments
Identify opportunities for process improvement
Contribute to SOPs, documentation, and operational projects
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Work Schedule

Monday–Friday
9:00 AM – 5:00 PM EST (Approximately 9:00 PM – 5:00 AM Philippine Time, depending on daylight savings.)

Required Skills
Strong written and verbal communication skills in English
Strong reading comprehension
Attention to detail
Critical thinking ability
Strong organizational skills
Ability to work independently
Professional communication skills
Ability to manage multiple priorities
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Ideal Traits
Acts with integrity and professionalism
Curious and resourceful
Systems-oriented
Process-driven
Self-motivated
Accountable and dependable
Adaptable
Comfortable learning new technology
Takes ownership of mistakes and works to correct them
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Equipment Requirements
Reliable computer - with 2 monitors (Not a requirement but a recommendation)
A back-up computer in case of Blackouts.
Stable internet connection
Backup internet solution
Noise-Canceling Headset
Quiet work environment

Application Requirements

Please include:
*Introduction
*Relevant experience
*Preferred hourly rate
*Current location
*Internet provider and speed
*Backup internet solution
*Equipment details
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Required Questions
Tell us about a time you were given responsibility for a process, project, or task you had never done before. How did you approach it?

When faced with a problem you do not immediately know how to solve, what steps do you take before asking for assistance?

Describe a situation where you identified a recurring issue, inefficiency, or mistake. What did you do?

How do you ensure accuracy and consistency when performing tasks that impact other people?

Tell us about a system, software, or workflow you had to learn quickly. What approach did you take?

You are working on multiple tasks and receive a new urgent request. How do you determine your priorities?

A coworker asks a question that can likely be answered through existing documentation. How would you help them?

Describe a time you received constructive feedback. What changes did you make afterward?

Do you prefer:
A) Repeating familiar tasks
B) Learning new systems and responsibilities

Explain your answer.

Where do you believe you would add value beyond your assigned responsibilities?
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Important Application Instructions

All required questions must be answered completely.

Applications that do not answer every required question will be automatically disqualified and will not be considered for further review.

Attention to detail is an important part of this role, and the application process is designed to evaluate an applicant's ability to carefully follow instructions.